Company Description
Tout a commencé sous le soleil de San Diego, en Californie, en 2004, lorsqu’un ingénieur visionnaire, Fred Luddy, a vu le potentiel de transformer notre façon de travailler. Aujourd’hui, ServiceNow se présente comme un leader mondial du marché, apportant une technologie innovante améliorée par l’IA à plus de 8 100 clients, dont 85% des entreprises du Fortune 500®. Notre plateforme intelligente basée sur le nuage connecte de manière transparente les personnes, les systèmes et les processus pour permettre aux organisations de trouver des méthodes de travail plus intelligentes, plus rapides et meilleures. Mais ce n’est que le début de notre voyage. Joignez-vous à nous dans la poursuite de notre objectif de rendre le monde meilleur pour tous.
######
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Job Description
The Experienced Customer Success Manager (CSM) is the senior practitioner level in the CSM job family. You will own consumption and adoption outcomes across a smaller portfolio of higher-ACV, more complex customers, operating with expert autonomy across the competencies and engaging credibly at senior Director and VP level when the situation demands.
You set the play under ambiguity. You recognize when to escalate and when to decide. You utilize the full internal agent stack with expert fluency, lead more tailored Customer Impact Plan engagements with your accounts, and translate commercial context into ServiceNow roadmap recommendations without supervision.
Beyond your portfolio, you shape how the CSM practice runs locally. You contribute to playbook development. You mentor IC1 and IC2 CSMs. You translate patterns from your accounts into actionable feedback that improves the agent stack and the team’s ways of working.
This role is illustratively aligned to a smaller portfolio of higher-complexity customers with larger annual contract value — final portfolio sizing and ACV thresholds are subject to final design.
Key Responsibilities
-
Own consumption and adoption outcomes across a smaller portfolio of higher-ACV, more complex customers; deploy expert business acumen and stakeholder presence to drive real, measurable value per account.
-
Utilize the internal productivity agent stack with expert fluency — recognize where agents are wrong, override with confidence, and explain agent outputs to senior customer stakeholders.
-
Lead Customer Business Reviews at Director and senior Director level; engage VPs on complex strategic issues and reframe problems for senior business stakeholders.
-
Set the play under ambiguity — make the right call in complex situations where AI has flagged risk and a human decision is required, without supervision.
-
Own a more tailored Customer Impact Plan for your accounts; drive risk mitigation planning and escalation strategy on higher-complexity engagements.
-
Diagnose adoption blockers at configuration, workflow, and architecture level; escalate complex technical issues to relevant stakeholders with full context already assembled.
-
Lead Impact renewal preparation in collaboration with the AE and Renewal Account Manager; drive strategic renewal conversations aligned to customer objectives.
-
Shape the CSM practice locally — contribute to playbooks, enablement content, and peer review mechanisms within the team; mentor IC1 and IC2 CSMs on advisory craft, AI fluency, and value storytelling.
-
Translate patterns from customer deployments into structured internal feedback that improves the agent stack and the team’s ways of working.
-
Identify and nurture renewal and expansion opportunities across more complex accounts; engage customers to align new solutions with evolving business goals.
Qualifications
To be successful in this role you have:
-
5+ years of related experience in customer success, strategic advisory, consulting, technical account management, or SaaS — with a proven track record of autonomous delivery at scale or in higher-complexity accounts.
-
Expert-level capability with AI tools and agents — fluent operation of the full internal agent stack, with the judgment to override agent outputs and the confidence to explain them to senior customer stakeholders.
-
Expert business acumen across multiple industries — translates commercial context into a ServiceNow best-practice roadmap without supervision; speaks the language of the customer.
-
Presence and credibility at senior Director level routinely, with the ability to engage VPs on complex issues; comfortable leading uncomfortable conversations and reframing problems for senior business stakeholders.
-
Command-and-control instincts — leads cross-functional orchestration of ServiceNow and customer stakeholders under pressure; trusted voice inside the customer’s leadership team on AI strategy and platform direction.
-
Deep familiarity with ServiceNow platform architecture, AI governance, Control Tower activation, and integration strategy; able to diagnose adoption stalls without escalating routinely.
-
Demonstrated mentoring capability — develops IC1 and IC2 CSMs through structured coaching and informal craft transfer.
-
Proven track record of shaping practice locally — playbook contribution, enablement content development, or equivalent practice-building work in a customer success or consulting context.
-
Outstanding communication and presentation skills, including the ability to lead high-stakes customer conversations and represent ServiceNow at senior levels.
-
Growth mindset — ready to drive adoption of new agents as they are released, including any future customer-facing agents that may form part of the operating model.
-
ServiceNow experience and/or certifications strongly preferred; adjacent platform experience (CRM, ITSM, or major enterprise platforms) considered.
Location
Montreal, Quebec — ServiceNow hub location.
Minimum 2 days in-office, with flexibility.
FD21
Additional Information
Work Personas
Nous abordons notre monde du travail distribué avec flexibilité et confiance. Les profils de travail (flexible, à distance ou requis au bureau) sont des catégories attribuées aux employés de ServiceNow en fonction de la nature de leur travail et de leur lieu de travail assigné. Pour en savoir plus, cliquez ici. Pour déterminer l'éligibilité à un profil de travail, ServiceNow peut confirmer la distance entre votre résidence principale et le bureau ServiceNow le plus proche à l'aide d'un service tiers.
Equal Opportunity Employer
ServiceNow est un employeur qui souscrit au principe de l'égalité d’accès à l’emploi. Tous les candidats qualifiés recevront une considération pour l’emploi sans égard à la race, la couleur, la croyance, la religion, le sexe, l’orientation sexuelle, l’origine nationale ou la nationalité, l’ascendance, l’âge, le handicap, l’identité ou l’expression de genre, l’état matrimonial, le statut d’ancien combattant ou toute autre catégorie protégée par la loi. De plus, tous les candidats qualifiés ayant des antécédents d’arrestation ou de condamnation seront pris en considération pour un emploi conformément aux exigences légales.
Accommodations
Nous mettons tout en œuvre offrir une expérience accessible et inclusive pour tous les candidats. Si vous avez besoin d’une mesure d’adaptation raisonnable pour compléter une partie du processus de candidature ou si vous n’êtes pas en mesure d’utiliser cette candidature en ligne et que vous avez besoin d’une autre méthode pour postuler, veuillez communiquer avec [email protected] pour obtenir de l’aide.
Export Control Regulations
Pour les postes nécessitant l’accès à une technologie contrôlée assujettie aux règlements sur les contrôles à l’exportation, y compris les U.S. Export Administration Regulations (EAR), ServiceNow peut être tenu d’obtenir l’approbation des autorités gouvernementales en matière de contrôle des exportations pour certaines personnes. Tout emploi est subordonné à l’obtention par ServiceNow d’une licence d’exportation ou d’une autre approbation qui pourrait être requise par les autorités de contrôle des exportations compétentes.
Extrait de Fortune. ©2025 Fortune Media IP Limited. Tous droits réservés. Utilisé sous licence.
######
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, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In 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 [email protected] 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. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.
