Full-Time Principal Customer Success Executive (French Speaking)

• Trusted C-Suite / executive level advisor on ServiceNow offerings.
• Owns the post-sale customer relationship.
• Aims to increase customer satisfaction and drive retention through Impact delivery.
• Partners with senior customer stakeholders to derive value from platforms.
• Drives business transformation by maximizing the long-term strategic value of ServiceNow.
• Provides strategic direction and mentorship to both customers and ServiceNow teams.
• Fosters the relationship with C-suite level stakeholders, increasing customer satisfaction and driving retention and upgrades.

• Leads high-complexity transformations in strategic customers.
• Proactively identifies professional services pipeline opportunities.
• Partners with Impact team members to create executive-ready narratives.
• Works with senior executives to shape customer organizational strategy.
• Drives operational consistency and excellence by standardizing delivery methodologies.
• Establishes relationships with ServiceNow leaders and advocates for product evolution.
• Identifies areas of risk and takes steps to prevent customer or revenue churn.
• Works closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provides prescriptive guidance on internal project/program governance.
• Helps the customer identify incidents where contractual SLAs were missed.
• Improves overall customer satisfaction.

• Experience in leveraging or critically thinking about how to integrate AI.
• 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.
• 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.
• Experience with project problem diagnosis, solution development.

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