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ServiceNow is seeking an Experienced Customer Success Manager (CSM) for its Montreal hub. This is a senior practitioner-level role focused on driving consumption and adoption outcomes across a smaller portfolio of higher-ACV, more complex customers. You will operate with expert autonomy, engage credibly at senior Director and VP levels, and make independent decisions under ambiguity.
Key responsibilities include:
- Own consumption and adoption outcomes for a smaller portfolio of higher-complexity, higher-ACV customers, deploying expert business acumen and stakeholder presence to drive measurable value per account.
- Utilize the internal productivity agent stack with expert fluency—recognize where agents are wrong, override with confidence, and explain agent outputs to senior customer stakeholders.
- Lead Customer Business Reviews at Director and senior Director level; engage VPs on complex strategic issues and reframe problems for senior business stakeholders.
- Make the right call in complex situations where AI has flagged risk and a human decision is required, without supervision.
- Own tailored Customer Impact Plans for accounts; drive risk mitigation planning and escalation strategy on higher-complexity engagements.
- Diagnose adoption blockers at configuration, workflow, and architecture level; escalate complex technical issues with full context assembled.
- Lead renewal preparation in collaboration with Account Executives and Renewal Account Managers; drive strategic renewal conversations aligned to customer objectives.
- Shape the CSM practice locally—contribute to playbooks, enablement content, and peer review mechanisms; mentor IC1 and IC2 CSMs on advisory craft, AI fluency, and value storytelling.
- Translate patterns from customer deployments into structured internal feedback that improves the agent stack and team ways of working.
- Identify and nurture renewal and expansion opportunities across more complex accounts.
The role requires minimum 2 days in-office at the Montreal ServiceNow hub, with flexibility for the remaining time. Fluency in French is mandatory.
Requirements:
- 5+ years of related experience in customer success, strategic advisory, consulting, technical account management, or SaaS, with a proven track record of autonomous delivery at scale or in higher-complexity accounts.
- Expert-level capability with AI tools and agents—fluent operation of the full internal agent stack, with the judgment to override agent outputs and confidence to explain them to senior customer stakeholders.
- Expert business acumen across multiple industries—translates commercial context into ServiceNow best-practice roadmap without supervision; speaks the language of the customer.
- Presence and credibility at senior Director level routinely, with ability to engage VPs on complex issues; comfortable leading uncomfortable conversations and reframing problems for senior business stakeholders.
- Command-and-control instincts—leads cross-functional orchestration of ServiceNow and customer stakeholders under pressure; trusted voice inside the customer's leadership team on AI strategy and platform direction.
- Deep familiarity with ServiceNow platform architecture, AI governance, Control Tower activation, and integration strategy; able to diagnose adoption stalls without escalating routinely.
- Demonstrated mentoring capability—develops IC1 and IC2 CSMs through structured coaching and informal craft transfer.
- Proven track record of shaping practice locally—playbook contribution, enablement content development, or equivalent practice-building work in a customer success or consulting context.
- Outstanding communication and presentation skills, including ability to lead high-stakes customer conversations and represent ServiceNow at senior levels.
- Growth mindset—ready to drive adoption of new agents as they are released, including any future customer-facing agents that may form part of the operating model.
- ServiceNow experience and/or certifications strongly preferred; adjacent platform experience (CRM, ITSM, or major enterprise platforms) considered.
- Fluency in French is mandatory.
