Full-Time Principal Customer Success Executive (French Speaking)

Role Overview

• Trusted advisor on ServiceNow offerings.
• Owns post-sale customer relationship.
• Aims to increase customer satisfaction and drive retention through Impact delivery.
• Brings a consultative, problem-solving approach.
• Drives business transformation by maximizing the long-term strategic value of ServiceNow.
• Provides strategic direction and mentorship to customers and ServiceNow teams.
• Fosters relationships with C-suite level stakeholders.

Job Responsibilities

• Lead high-complexity transformations.
• Proactively identify professional services pipeline opportunities.
• Partner with Impact team members to create executive-ready narratives.
• Work with senior executives to shape customer organizational strategy.
• Drive operational consistency and excellence.
• Establish relationships with ServiceNow leaders.
• 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.
• Improve overall customer satisfaction.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes.
• Must be based in Montreal & speak French & English.
• Canadian citizenship or permanent residency status and reside in Canada.
• Significant experience collaborating with senior IT and business leaders.
• PMP preferred; project management experience required.
• Minimum 15+ years in client-facing roles.
• Experience in executive-level leadership roles is strongly preferred.
• Experience in IT Strategy, IT Operations, HR, Security Operations, Customer Service Management, IT Processes, IT Governance, IT Portfolio, Program and Project Management, IT Project Delivery (SDLC).
• Experience with project problem diagnosis, solution development.

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