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Added 41 mins ago
A
Senior Manager, Quality Assurance Services
ATB
Calgary, AB · Edmonton, AB
- Full-time
Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.
Added 57 mins ago
M
Director, Brand
Manulife
Halifax, NS · Toronto, ON · Waterloo, ON · Montreal, QC
- Full-time
…customer experiences, strengthening Manulife's position as a leader in…
Added 1 hour ago
OH
Senior Product Manager
Ontario Health | Santé Ontario
ON · Ontario, Canada
- Full-time
The Senior Product Manager provides strategic leadership for the planning, development, and delivery of digital health products. The role is responsible for defining product vision and…
Added 1 hour ago
CC
Operations Manager
Carlson Construction Group
North Vancouver, BC
- $140,000 to $160,000 CAD / year
- Full-time
This is an outstanding opportunity for a proven leader who thrives in a fast-paced operational environment and is passionate about people, performance, and continuous improvement. You will…
Added 1 hour ago
CS
Program Manager, Data and Agri-food Standards/ Responsable de Programme, Normes Relatives aux Données et au Secteur Agroalimentaire
Canadian Standards Association
Calgary, AB · Ottawa, ON · Toronto, ON · Montreal, QC
- $116,230 to $152,555 CAD / year
- Full-time
This role supports the activities of Project Managers and the many members of standards development committees, advisory groups, Chairs and Vice-Chairs. This volunteer membership may…
Added 1 hour ago
CS
Senior Technical Architect, Application Development & Support
Canadian Standards Association
Toronto, ON
- Full-time
Translates business requirements and project goals into platform, solution, and coding specifications and credible estimates, and performs code review across all platforms in scope.
Added 2 hours ago
RB
Senior Manager, Operational Risk / IT Risk and Compliance
Royal Bank of Canada
Toronto, ON
- Full-time
Senior Manager Operational Risk / IT Risk and Compliance is responsible for supporting the management of Operational Risk and Technology / Cyber Risk supporting the broader Payments…
Added 2 hours ago
S
Associate Customer Success Manager - French
ServiceNow
Montreal, QC
- Full-time
…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…
Added 2 hours ago
N
Growth Operations Manager
nesto
Montreal, QC
- Full-time
…achieve this in two ways: (1) work closely with a functional leader to equip their team with world class processes and technology and (2) be the owner of strategic high impact…
Added 2 hours ago
OW
Oliver Wyman - Senior Lead AI Engineer
Oliver Wyman
Toronto, ON
- Full-time
…deliver unique and unprecedented products across industries. As a Senior Lead AI Engineer, you are primarily responsible for managing technical projects and helping teams design and build…
Added 2 hours ago
BE
Director, Strategic Communications
BC Energy Regulator
Fort St. John, BC
- Full-time
Demonstrated experience as a senior-level communications leader in a complex organization, including responsibility for strategic communications planning, executive communications, issues…
Added 2 hours ago
Senior Architectural Contract Construction Administrator (Prince George, BC)
DIALOG
Vancouver, BC
DIALOG is seeking an experienced Senior Architectural Contract Construction Administrator to provide site-based architectural leadership for the University Hospital of Northern British…
Added 2 hours ago
W
Senior Manager, Supply Chain
Worley
Calgary, AB
- Full-time
Reporting functionally to the Supply Chain Director, the Senior Supply Chain Manager leads the delivery of integrated supply chain activities from planning and strategy development through…
Added 2 hours ago
AI
Business System Analyst - D365
American Iron & Metal (AIM)
Montreal, QC
- Full-time
American Iron & Metal Company (AIM) is a recognized global leader in the metal recycling industry, with over 125 locations and 4,000 employees worldwide. We have continued to thrive for the…
Added 2 hours ago
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Junior Geotechnical Engineer-In-Training
Tetra Tech
Kelowna, BC
- Full-time
…of innovation and sustainability. Today we stand as a market leader, offering cutting-edge solutions in water, environment, energy, and international development. Our work has improved more…
Added 3 hours ago
C
Senior Director, Transaction Management
CBRE
Toronto, ON
- Full-time
Are you a seasoned commercial real estate leader with a passion for navigating complex transactions and ensuring seamless client transitions? CBRE is actively seeking a dynamic and…
Added 3 hours ago
SM
Associate Director Stewardship & Donor Relations
St. Michael's Hospital
Toronto, ON
- Full-time
Reporting to the Director, Stewardship & Donor Relations, the Associate Director is the senior leader responsible for translating stewardship strategy into coordinated, high-quality…
Added 3 hours ago
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Project Manager - Business Change
Raise
Burnaby, BC
- Full-time
The Project Manager in this role will join our clients Customer Program Office within Distribution Design and Customer Connections. In this role, you will be responsible for the successful…
Added 3 hours ago
AS
Estimator, Camp Services
ATCO Structures
Calgary, AB
- Full-time
This is a full-time, permanent, in-office position based in Calgary, AB, reporting to the Senior Manager, Project Development.
Added 3 hours ago
D
Consultant - Strategy & Operations (Future Opportunity) - Digital Customer
Deloitte
Toronto, ON
- Full-time
…programs, transformation, and change management, partnering with senior stakeholders to drive measurable…
Added 3 hours ago
D
Senior Manager- Clean Economy
Deloitte
St. John's, NL · Greater St. John's Metropolitan Area
- Full-time
…practices, delivery approaches, and building of our team. As a senior member of the team you will apply your skills and knowledge to lead client engagements which may include pre-claim…
Added 3 hours ago
FC
Health & Safety Supervisor
FCC Construcción
Toronto, ON
- Contract
…activities cover all areas of engineering and construction. It is a leader in the execution of transport infrastructure, as well as in residential and non-residential construction. FCC…
Added 3 hours ago
WI
Senior Civil Engineer - Land Development
WSP in Canada
Cornwall, ON
- Full-time
Communities are growing, infrastructure is evolving, and the need for thoughtful, sustainable development has never been greater. As a Senior Civil Engineer - Land Development, you'll help…
Added 3 hours ago
D
Senior Manager- Clean Economy
Deloitte
Fredericton, NB
- Full-time
…practices, delivery approaches, and building of our team. As a senior member of the team you will apply your skills and knowledge to lead client engagements which may include pre-claim…
Added 3 hours ago
D
Senior Manager- Clean Economy
Deloitte
Saint John, NB
- Full-time
…practices, delivery approaches, and building of our team. As a senior member of the team you will apply your skills and knowledge to lead client engagements which may include pre-claim…

ServiceNow

Associate Customer Success Manager - French

6650 St. Urbain Street Suite 500, Montreal, QC, H2S 3G9, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Experience: 2–5 years of related work experience in customer success, consulting, technical advisory, project management, business administration, or SaaS - with demonstrable AI fluency.
Posting language: English · French
Posted: Oct 26, 2026

Original job description

English section of this bilingual listing.

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

Location

ServiceNow hub location. Minimum 3 days in-office, with flexibility.

What you get to do in this role:

The Customer Success Manager (CSM) - IC2 - is the practitioner level in the CSM job family. You will own consumption and adoption outcomes across a portfolio of mid-complexity customers, operating with judgment and autonomy within your portfolio while drawing on senior CSMs (IC3) for strategic or commercial ambiguity. You will utilise the internal AI agents that augment the role today and be ready to drive adoption of new agents as they are released.

This is the level at which the CSM operates as a confident advisor - overriding agent-recommended plays where customer context demands, leading Customer Business Reviews at Director and Manager level, and translating platform outcomes into commercial impact for the business stakeholders you engage.

You will also contribute to the practice: patterns from your accounts feed playbook development, your structured feedback improves the agent stack, and you mentor IC1 CSMs informally on advisory craft and AI fluency.

You operate as a credible voice on how we work with AI - with your customers. You can explain to a Director what AI is doing on their behalf, set realistic expectations for AI reliability, and help them think about their own governance and trust posture as they adopt ServiceNow's AI capabilities themselves. The way you operate is part of how ServiceNow is building toward a different way of working in customer success - your fluency with AI contributes to that journey.

This role is illustratively aligned to a portfolio of moderate-complexity customers with mid-tier annual contract value - final portfolio sizing and ACV thresholds are subject to final design.

Key Responsibilities

Own consumption and adoption outcomes across a portfolio of mid-ACV, moderate-complexity customers; drive customer action through deep understanding of adoption metrics aligned to customer KPIs and business goals.
Utilise the internal productivity agent stack with practitioner-level fluency - recognise agent failure modes, override agent-recommended actions where context demands, integrate agent outputs into customer engagement seamlessly.
Lead Customer Business Reviews at Director and Manager level; translate platform outcomes into commercial impact in the customer’s language.
Own a standardised-to-moderately-tailored Customer Impact Plan across the portfolio; manage critical risks and mitigation strategies, conducting periodic reviews to refine the plan and report on adoption.
Apply practitioner-level business acumen - understand how the customer makes money, differentiates, and manages risk; spot expansion signals in natural conversation and hand them off cleanly to Sales.
Partner with the Renewal Account Manager (RAM) and AE on renewal readiness, surfacing risk and opportunity from your portfolio.
Diagnose adoption blockers at configuration or workflow level; escalate complex technical issues to relevant stakeholders with full context already assembled.
Contribute patterns from customer deployments to playbook development; provide structured feedback to agent systems and flag patterns that need new logic.
Integrate outputs from multiple AI tools into a coherent customer narrative - adding the commercial, political, and strategic context that AI cannot see. This integration work is where human judgment compounds with AI output.
Explain AI behaviour to customer stakeholders with appropriate confidence calibration - what the AI did, what it didn't do, where it might be wrong, and where it should be trusted. Help customers build their own intuition for AI-augmented work.
Provide structured feedback to the AI systems - flag failure modes, surface patterns the AI misses, and feed your judgement back so the system improves over time.
Mentor IC1 CSMs informally on advisory craft, AI fluency, and customer engagement.
Support Impact renewal preparation in collaboration with the AE and RAM, proactively addressing adoption challenges and value gaps.

Qualifications

To be successful in this role you have:

2–5 years of related work experience in customer success, consulting, technical advisory, project management, business administration, or SaaS - with demonstrable AI fluency.
Practitioner-level capability with AI tools and agents in a professional context - able to operate fluently with multiple agents, recognise their failure modes, and override agent-recommended actions where context demands.
Ability to translate AI work for non-technical stakeholders - explain to a customer Director what AI is doing, why it matters, and what level of confidence is appropriate, without retreating into technical language or overselling capability.
Demonstrated track record of using AI to materially change how you do work - not just adopting AI tools, but extracting real value from them and adapting your workflow accordingly.
Practitioner-level business acumen - translates customer business context into a ServiceNow best-practice roadmap with confidence and limited supervision.
Strong stakeholder management capability - navigates multi-stakeholder situations at Director and Manager level with structure; comfortable challenging assumptions and leading uncomfortable conversations.
Proven ability to take ownership of a customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.
Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.
Familiarity with ServiceNow platform architecture, CMDB, Workflow Data Fabric, and Agentic AI concepts - working fluency in Sense, Decide, Act, Govern and mapping core use cases to customer business.
Proven ability to collaborate effectively with cross-functional teams (Sales, Product, Support, Delivery, Renewal Account Managers).
Outstanding communication and presentation skills, including the ability to lead Customer Business Reviews and chair structured customer meetings.
Growth mindset - willing AND able to stretch into an evolving role; ready to drive adoption of new agents as they are released.
ServiceNow experience and/or certifications strongly preferred.

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.

Employee Type: Regular

Region: AMS - North America and Canada

Work Persona: Flexible

Read the full bilingual original

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.

######

Join us to put AI to work for people.

Job Description

Location

ServiceNow hub location. Minimum 3 days in-office, with flexibility.

What you get to do in this role:

This role is illustratively aligned to a portfolio of moderate-complexity customers with mid-tier annual contract value - final portfolio sizing and ACV thresholds are subject to final design.

Key Responsibilities

Own consumption and adoption outcomes across a portfolio of mid-ACV, moderate-complexity customers; drive customer action through deep understanding of adoption metrics aligned to customer KPIs and business goals.

Utilise the internal productivity agent stack with practitioner-level fluency - recognise agent failure modes, override agent-recommended actions where context demands, integrate agent outputs into customer engagement seamlessly.

Lead Customer Business Reviews at Director and Manager level; translate platform outcomes into commercial impact in the customer’s language.

Own a standardised-to-moderately-tailored Customer Impact Plan across the portfolio; manage critical risks and mitigation strategies, conducting periodic reviews to refine the plan and report on adoption.

Apply practitioner-level business acumen - understand how the customer makes money, differentiates, and manages risk; spot expansion signals in natural conversation and hand them off cleanly to Sales.

Partner with the Renewal Account Manager (RAM) and AE on renewal readiness, surfacing risk and opportunity from your portfolio.

Diagnose adoption blockers at configuration or workflow level; escalate complex technical issues to relevant stakeholders with full context already assembled.

Contribute patterns from customer deployments to playbook development; provide structured feedback to agent systems and flag patterns that need new logic.

Integrate outputs from multiple AI tools into a coherent customer narrative - adding the commercial, political, and strategic context that AI cannot see. This integration work is where human judgment compounds with AI output.

Explain AI behaviour to customer stakeholders with appropriate confidence calibration - what the AI did, what it didn't do, where it might be wrong, and where it should be trusted. Help customers build their own intuition for AI-augmented work.

Provide structured feedback to the AI systems - flag failure modes, surface patterns the AI misses, and feed your judgement back so the system improves over time.

Mentor IC1 CSMs informally on advisory craft, AI fluency, and customer engagement.

Support Impact renewal preparation in collaboration with the AE and RAM, proactively addressing adoption challenges and value gaps.

Qualifications

To be successful in this role you have:

2–5 years of related work experience in customer success, consulting, technical advisory, project management, business administration, or SaaS - with demonstrable AI fluency.

Practitioner-level capability with AI tools and agents in a professional context - able to operate fluently with multiple agents, recognise their failure modes, and override agent-recommended actions where context demands.

Ability to translate AI work for non-technical stakeholders - explain to a customer Director what AI is doing, why it matters, and what level of confidence is appropriate, without retreating into technical language or overselling capability.

Demonstrated track record of using AI to materially change how you do work - not just adopting AI tools, but extracting real value from them and adapting your workflow accordingly.

Practitioner-level business acumen - translates customer business context into a ServiceNow best-practice roadmap with confidence and limited supervision.

Strong stakeholder management capability - navigates multi-stakeholder situations at Director and Manager level with structure; comfortable challenging assumptions and leading uncomfortable conversations.

Proven ability to take ownership of a customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.

Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.

Familiarity with ServiceNow platform architecture, CMDB, Workflow Data Fabric, and Agentic AI concepts - working fluency in Sense, Decide, Act, Govern and mapping core use cases to customer business.

Proven ability to collaborate effectively with cross-functional teams (Sales, Product, Support, Delivery, Renewal Account Managers).

Outstanding communication and presentation skills, including the ability to lead Customer Business Reviews and chair structured customer meetings.

Growth mindset - willing AND able to stretch into an evolving role; ready to drive adoption of new agents as they are released.

ServiceNow experience and/or certifications strongly preferred.

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.

######

Work Personas

Equal Opportunity Employer

Accommodations

Export Control Regulations

Employee Type: Regular

Region: AMS - North America and Canada

Work Persona: Flexible

Apply About employer

More about this job

Responsibilities

The Associate Customer Success Manager will own consumption and adoption outcomes for a portfolio of mid-complexity customers while utilizing AI agents to drive business value. They will lead Customer Business Reviews, translate platform outcomes into commercial impact, and provide structured feedback to improve AI agent performance.

Requirements

Candidates must have 2–5 years of experience in customer success, consulting, or technical advisory with demonstrable AI fluency and practitioner-level business acumen. Strong stakeholder management skills and the ability to translate AI capabilities for non-technical directors are essential for this role.

Skills

Customer Success
AI Fluency
Technical Advisory
Project Management
Business Acumen
Stakeholder Management
Data Analysis
ServiceNow Platform
CMDB
Workflow Data Fabric
Agentic AI
Customer Business Reviews
Strategic Planning
Communication
Presentation Skills
Cross-functional Collaboration

Visa sponsorship

Not detected in the job text

Keywords

Customer Success Manager
AI
ServiceNow
SaaS
Artificial Intelligence
Agentic AI
CMDB
Workflow Data Fabric
Business Acumen
Stakeholder Management
Customer Business Reviews
Consulting
Technical Advisory
Project Management
Data Analytics
Adoption Metrics
KPIs
Renewal Management
Cross-functional Collaboration
Growth Mindset

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