Principal Customer Success Executive- French Speaking, Various Industries

ServiceNow; Montreal; On-site; CAD 120,000 - 150,000; Full time

Job summary

A leading technology company based in Montreal is seeking a Principal Customer Success Executive to manage post-sale relationships with strategic clients. The role requires ensuring customer satisfaction through successful implementation of solutions. Candidates must have extensive experience in consulting, account management, and a strong ability to work with C-suite stakeholders. Bilingual in French and English is mandatory, along with Canadian residency. This position involves significant leadership and mentoring responsibilities.

Qualifications

• Experience in AI-powered tool integration and workflow automation.
• Must be based in Montreal & speak French & English.
• Canadian citizenship or permanent residency status required.
• Significant experience collaborating with senior IT and business leaders.
• Minimum 15+ years in client-facing roles with account management focus.

Responsibilities

• Lead transformations in strategic customers, ensuring alignment with customer objectives.
• Identify professional services pipeline opportunities through product capabilities.
• Shape customer organizational strategy with industry-specific insights.
• Standardize delivery methodologies, ensuring governance adherence.
• Identify areas of risk and mitigate churn.

Skills

AI integration

Account management

Consulting

Transformation leadership

IT strategy

Project management

Education

PMP certification

Job description

Overview

As a trusted C-Suite / executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

Job Responsibilities

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested
• Partner with Impact team members (e.g., Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narratives
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices
• Identify areas of risk and take steps to prevent customer or revenue churn
• Work closely with Sales Teams to define and execute product adoption and customer retention plans
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence
• Help the customer identify incidents where contractual SLAs were missed and take necessary action
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• Must be based in Montreal & speak French & English
• Canadian citizenship or permanent residency statusandreside in Canada
• Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment
• PMP preferred; project management experience required
• Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred
• Experience in IT Strategy and Planning
• Experience in IT Operations and Management
• Experience in Human Resources
• Experience in Security Operations
• Experience in Customer Service Management
• Experience in IT Processes
• Experience in IT Governance
• Experience in IT Portfolio, Program and Project Management
• Experience in IT Project Delivery (SDLC)
• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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