Principal Customer Success Executive- French Speaking, Various Industries

Role Overview

As a trusted C-Suite / executive level advisor on ServiceNow offerings the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customers 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 customers platform and capability are ready for expansion.
 
They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks ensuring adoption and usage is maintained at healthy levels. Principal 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 Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts with the aim of increasing customer satisfaction and driving retention and upgrades where applicable.

Job Responsibilities

• Lead high-complexity transformations in our largest and most strategic customers ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks customer objectives and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight
• 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
• Partner with Impact team members (e.g. Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narratives
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends refining best practices and aligning delivery approaches with evolving market demands and providing industry-specific thought leadership
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards interfacing with Delivery as required
• Establish relationships with ServiceNow leaders advocating for product evolution based on customer insights and mentoring other Customer Success resources on transformation best practices
• 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 and help the customer create the appropriate governance models and ensure adherence
• Help the customer identify incidents where contractual SLAs were missed and take necessary action
• Improve overall customer satisfaction as well as the satisfaction of their internal customers

Qualifications :

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. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry
• 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 with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the clients environment
• PMP preferred; project management experience required
• Minimum 15 years in client-facing roles with a focus on account management consulting or transformation leadership. Experience in executive-level leadership roles with a proven track record of influencing senior stakeholders and driving strategic outcomes is strongly preferred
• Experience in any of the following critical subject areas with a demonstrated history delivering consulting services:
   - 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)
• Experience with project problem diagnosis solution development client communications facilitation of decision making documentation managing client expectations and team leadership

Additional Information :

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.