Principal Customer Success Executive- French Speaking

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.
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It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
*Must be bilingual in French and English*
The Principal Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNow's long-term value by accelerating customers' journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives.
As a trusted advisor, you'll partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow's teams and strategic partners. We are seeking a highly experienced professional with a strong background in enterprise-level SaaS transformation and strategic advisory to guide our customers in their digital transformation journey.
What you get to do in this role:

• Drive Post-Sales Success: Own and lead the customer's post-sales transformation, aligning ServiceNow's offerings to customer goals, and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes
• Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success
• Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization
• Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs-adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities
• Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success
• Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals. Foster a culture of agility and calculated risk-taking within the team
• Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized

Qualifications
Our ideal candidate:

• 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 AI's potential impact on the function or industry
• AI Integration & Thought Leadership: Experience leveraging AI to enhance work processes, decision-making, and problem-solving, including AI-powered automation, workflow optimization, and data-driven insights
• Enterprise SaaS Transformation & Strategic Advisory: Extensive experience leading large-scale digital transformations within SaaS or enterprise software environments
• C-Level Presence & Relationship Management: Proven ability to engage, influence, and build lasting relationships with senior executives, including within some of the world's largest enterprises
• Leadership Expertise: A minimum of 15 years in management consulting, solution consulting, or a leadership role at a top-tier consulting firm, with a strong track record of exceeding business objectives
• Strategic Account Management: Demonstrated success in leading high-impact customer success or consulting teams and managing complex, strategic accounts
• Business Acumen & Problem-Solving: Ability to identify, analyze, and solve complex business challenges while aligning technology solutions with customer objectives
• Cross-Functional Leadership: Strong experience working across multiple departments, driving alignment, and managing stakeholders in large, matrixed organizations
• Adaptability & Change Management: Ability to navigate dynamic environments, adjusting strategies to meet evolving customer and business needs
• Operational & Execution Excellence: Skilled at designing and implementing scalable, repeatable processes while maintaining a hands-on approach to drive successful execution
• Collaboration & Communication: Exceptional ability to communicate complex ideas clearly, foster collaboration across teams, and influence stakeholders at all levels
• Customer-Centric Mindset: Deep understanding of customer challenges, needs, and motivations, with a focus on delivering value-driven solutions and ensuring long-term success
• Canadian citizenship or permanent residency status required and must reside in Montreal, Canada (or nearby area)
• Must be willing to undergo process to obtain Federal clearance with the Canadian government

Additional Information
Work Personas
Nous adoptons une approche basée sur la flexibilité et la confiance vis-à-vis de notre monde du travail distribué. Les personas de travail (flexibles, à distance ou requis au bureau) sont des catégories qui sont attribuées aux employés de ServiceNow en fonction de la nature de leur travail et de leur lieu de travail assigné. Cliquez ici pour en savoir plus .
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.
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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 .
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 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. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.