Full-Time Principal Customer Success Executive (French Speaking)

The Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. They bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from ServiceNow platforms. This role drives business transformation by maximizing the long-term strategic value of ServiceNow.

• Lead high-complexity transformations in strategic customers.
• Identify professional services pipeline opportunities.
• Partner with Impact team members to create executive-ready narratives.
• Shape and influence customer organizational strategy.
• Drive operational consistency and excellence.
• Establish relationships with ServiceNow leaders.
• Identify areas of risk and take steps to prevent customer churn.
• Work closely with Sales Teams to define and execute product adoption 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 any of the following critical subject areas: - IT Strategy and Planning - IT Operations and Management - Human Resources - Security Operations - Customer Service Management - IT Processes - IT Governance - IT Portfolio, Program and Project Management - IT Project Delivery (SDLC)

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