Director, Customer Success
Director, Customer Success
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Job Description
The Canada Area Lead will be responsible for leading the Customer Excellence Group across the country. This includes managing and coaching a high-performing team of Customer Success Managers (CSMs) Customer Success Executives (CSEs) and Platform Architects (PAs).
This leader will be accountable for driving customer outcomes by improving technical health accelerating product adoption ensuring renewals of Customer Success offerings and enabling expansion across ServiceNows portfolio.
This role also includes acting as the Impact Delivery Leader for Canada ensuring seamless post-sales execution and contributing to strategic planning and operational excellence across the region.
What You Get to Do in This Role
- Drive performance and outcomes against key KPIs: product adoption technical health NPS and Customer Success renewals
- Lead the talent strategy for Canada: hiring onboarding development performance management and career growth for CEG team members
- Execute the global CEG strategy regionally tailoring approaches to local market dynamics
- Ensure the profitable delivery of services and customer engagements aligned with regional goals
- Own customer relationships post-sale including escalation management and resolution
- Partner with Account Teams and Sales Directors to migrate legacy Customer Success packages to new Impact offerings
- Successfully lead the transition from legacy to future-state Customer Success delivery motions ensuring continuity and CSAT performance
- Build and maintain strong executive relationships with customer stakeholders across Canada
- Collaborate closely with internal teams across CEG Support Product and Sales to ensure alignment and drive end-to-end value
- Provide thought leadership on optimizing and scaling the Customer Excellence delivery model
Qualifications :
- 12 years of experience leading Customer Success Consulting or related functions ideally in a technology or SaaS environment
- Proven track record of delivering on KPIs and managing large cross-functional customer-facing teams
- Experience building and scaling high-performing teams in complex evolving environments
- Strong executive presence and ability to develop trusted relationships with C-level stakeholders at major Canadian enterprises and public sector organizations
- Operationally rigorous with demonstrated ability to manage financial metrics and process excellence
- Skilled in managing change navigating ambiguity and driving transformation at scale
- Experience creating scalable repeatable delivery models and frameworks
- Strong cross-functional collaborator and communicator capable of influencing at all levels of the organization
- Comfortable rolling up sleeves to remove roadblocks and support team members
- Fluent in French and English
- Must reside in Canada be a Canadian citizen or permanent resident and be able to work from the Montreal ServiceNow office at least once per week
- Willingness to travel regionally and globally as required
FD21
Additional Information :
Work Personas
Nous abordons notre monde du travail distribu avec flexibilit et confiance. Les profils de travail (flexible distance ou requis au bureau) sont des catgories attribues aux employs de ServiceNow en fonction de la nature de leur travail et de leur lieu de travail assign. Pour en savoir plus cliquez ici. Pour dterminer lligibilit un profil de travail ServiceNow peut confirmer la distance entre votre rsidence principale et le bureau ServiceNow le plus proche laide dun service tiers.
Equal Opportunity Employer
ServiceNow est un employeur qui souscrit au principe de lgalit daccs lemploi. Tous les candidats qualifis recevront une considration pour lemploi sans gard la race la couleur la croyance la religion le sexe lorientation sexuelle lorigine nationale ou la nationalit lascendance lge le handicap lidentit ou lexpression de genre ltat matrimonial le statut dancien combattant ou toute autre catgorie protge par la plus tous les candidats qualifis ayant des antcdents darrestation ou de condamnation seront pris en considration pour un emploi conformment aux exigences lgales.
Accommodations
Nous mettons tout en uvre offrir une exprience accessible et inclusive pour tous les candidats. Si vous avez besoin dune mesure dadaptation raisonnable pour complter une partie du processus de candidature ou si vous ntes pas en mesure dutiliser cette candidature en ligne et que vous avez besoin dune autre mthode pour postuler veuillez communiquer avec pour obtenir de laide.
Export Control Regulations
Pour les postes ncessitant laccs une technologie contrle assujettie aux rglements sur les contrles lexportation y compris les U.S. Export Administration Regulations (EAR) ServiceNow peut tre tenu dobtenir lapprobation des autorits gouvernementales en matire de contrle des exportations pour certaines personnes. Tout emploi est subordonn lobtention par ServiceNow dune licence dexportation ou dune autre approbation qui pourrait tre requise par les autorits de contrle des exportations comptentes.
Extrait de Fortune. 2025 Fortune Media IP Limited. Tous droits rservs. Utilis sous licence.
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Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
