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Principal Customer Success Executive- Banking

ServiceNow

Toronto

On-site

CAD 100,000 - 150,000

Full time

11 days ago

Job summary

A cloud computing services company in Toronto is looking for a Customer Outcomes Principal Customer Success Executive to develop C-level relationships and enhance customer success. The ideal candidate will have at least 12 years of experience in professional services, particularly in digital transformation. This role supports a full-time, flexible work arrangement.

Qualifications

12+ years of progressive experience in a professional services organization.
Proven track record at Fortune 100-1000 accounts.
Experience managing outcomes at a CxO level.

Responsibilities

Cultivate trusted advisor status with executive customer stakeholders.
Execute effective co-delivery models.
Advocate for ServiceNow's best practices.

Skills

AI integration

Relationship building

Digital transformation

Consulting experience

Education

Equivalent education or experience

Tools

ServiceNow platform

Candidate must reside in Toronto, Canada (or nearby area).

What you get to do in this role

The Customer Outcomes Principal Customer Success Executive (ServiceNow) will develop C-level executive relationships and manage relationships across customer accounts. The primary goal for the Success Architect is to improve Customer Outcomes at these accounts, leading to product adoption and value realization.

An ideal candidate will have achieved a senior-level position with a successful track record in management consulting, solution consulting, and / or industry consulting focused on digital technology and organizational transformation. They will have demonstrated the ability to become a trusted advisor to C-level client leaders and facilitate customer success through strategic planning, business value identification, road mapping, and advising on successful execution strategies including governance frameworks and managing large enterprise programs.

Cultivate trusted advisor status with executive customer stakeholders.
Become an expert in ServiceNow value methodology and conduct regular value reviews with customers.
Understand customer strategic goals and contribute to customer roadmap development aligned with product adoption strategies.
Execute effective co-delivery models.
Define, realize, and benchmark business value.
Develop relationships with ecosystem partners to deliver exceptional customer success.
Develop implementation strategies and readiness processes to accelerate time to value.
Experience with creating and refining operating model governance.
Maintain account-level relationships to support clear value propositions.
Participate in account delivery governance.
Advocate for ServiceNow's best practices.
Contribute expertise on optimizing advisory services and co-delivery.
Deliver high customer CSAT metrics for assigned accounts.

Qualifications :

To be successful in this role you have :

Experience integrating AI into work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's industry impact.
Canadian citizenship or permanent residency and residence in Canada.
Experience as a ServiceNow platform owner or responsible for ServiceNow programs / workstreams.
12+ years of progressive experience in a professional services organization or equivalent education / experience.
Knowledge of multiple ServiceNow product suites is highly preferred.
Management consulting experience at a top-tier firm, especially within healthcare (Life Sciences, Payer, Provider) or similar sectors focused on technology-enabled transformations.
Proven track record at Fortune 100-1000 accounts.
Understanding of digital transformation drivers across industries.
Experience in digital transformation design, implementation, and management.
Experience in healthcare / life sciences industry.
Experience with IT, HR, CSM, or GBS transformation.
Ability to build executive relationships with CIO, CTO, CSO, CFO, CHRO, and other business leaders.
Proven ability to build trust across multiple organizational layers.
Experience identifying goals and solving challenges.
Experience as part of a client account leadership team.
Experience expanding client offerings.
Experience developing account strategies and customer outcomes plans.
Experience developing co-delivery relationships with large consultancies and technology firms (Big 4, GSIs).
5+ years of large program experience, including multi-tracked organizational change management.
Experience managing outcomes at a CxO level.

Additional Information :

Work Personas

We support flexible work arrangements based on job nature and location. Learn more here. ServiceNow may verify your residence distance from an office using a third-party service.

Equal Opportunity Employer

ServiceNow is committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or any other protected category. Applicants with arrest or conviction records will also be considered in accordance with legal requirements.

Accommodations

If you require a reasonable accommodation during the application process, please contact us for assistance.

Export Control Regulations

Some positions may require export control approval. Employment is contingent upon obtaining necessary licenses or approvals.

Remote Work: Employment Type:

Full-time

Key Skills

Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing

Experience : years

Vacancy : 1

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