Full-Time Customer Success Executive - Banking

As a trusted customer advisor, the Customer Success Executive (CSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery.

CSEs demonstrate a strong understanding of customer 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 recommendations and mentorship to both customer and ServiceNow teams managing complex, multi-workstream programmes.

They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels.

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, CSEs are responsible for a smaller number of Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

Job Responsibilities

• Lead high-complexity transformations, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately delivering value through Impact.
• Partner with other Impact team members leveraging their customer insights to inform the overarching narrative aligned to the customer’s business objectives.
• Shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands.
• 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.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required.
• Contribute to internal innovation efforts with cross-functional teams to further develop ServiceNow’s offerings.
• Mentor other members of the Customer Success family across Customer Excellence Group (CEG) to deliver customer value and drive career progression.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Canadian citizenship or permanent residency status and reside in Montreal
• 10+ years of related work experience; OR equivalent work experience
• Creativity with comfort running projects independently
• Improve complex issues through analysis and resolution
• Succeed in working collaboratively
• Mentor team members
• ServiceNow certifications preferred
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption

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