Who you are

- 12+ years managing complex enterprise customers within SaaS or platform organizations

- Demonstrated ownership of large, multi-threaded accounts with executive visibility

- Proven experience driving renewals, expansion, and long-term customer value

- Strong business and financial acumen with the ability to connect adoption to ROI

- Executive-level communication skills and presence

- Comfortable operating in ambiguous, high-stakes environments

- Track record of proactively identifying risk and driving resolution

- Nice to Have: Identity/Security Domain

- Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required

- Relevant exposure may include:
- Identity Governance & Administration

- Privileged Access Management
- Access certifications / User Access Reviews

- Compliance initiatives (SOX, ISO, NIST, SOC 2)

- Zero Trust programs
- Security transformation efforts
- 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

What the job involves

- Own a portfolio of approximately 8-10strategic enterprise customers

- Operate within a high-touch engagement model where depth of partnership is prioritized over volume

- Engage regularly with CIO, CISO, and senior technology leadership

- Directly influence renewal outcomes, expansion opportunities,



and executive satisfaction

- Support customers operating in complex, highly integrated environments

- Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation

- Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer

- Establish clear success criteria and align internal execution accordingly

- Drive customers from deployment to durable operational reliance

- Orchestrate the resources required to achieve customer outcomes

- Treat each customer as a business, balancing advocacy with commercial responsibility

- Build trusted advisor relationships with CIO, CISO, and senior stakeholders

- Deliver Executive Business Reviews grounded in measurable business outcomes

- Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience

- Guide executive decision-making through insight and credible challenge when necessary

- Build and govern multi-year Success Plans for every strategic account

- Translate product capabilities into quantified business impact

- Ensure customers achieve the outcomes that justified their investment

- Develop referenceable advocates through demonstrated value

- Own renewal posture across the portfolio with no late-stage surprises





- Inspect leading indicators including adoption depth, executive engagement, and realized value

- Communicate risk early with a transparent mitigation strategy and path to resolution

- Bring rigor and objectivity to evaluating account health

- Proactively identify erosion signals and mobilize cross-functional teams before issues escalate

- Develop and execute disciplined recovery strategies when required

- Deliver difficult messages when necessary to protect long-term outcomes

- Maintain high forecast accuracy for assigned accounts

- Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle

- Align commercial strategy with the Account Executive to support retention and expansion

- Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria

- Lead integrated account planning across Sales, Solutions, and Customer Success

- Foster a one-team approach focused on long-term customer value rather than functional handoffs

- While execution is shared, accountability for customer outcomes remains clear

- Coordinate Sales, Professional Services, Support, Product, and partner teams

- Establish governance frameworks that drive accountability and transparency

- Remove obstacles and maintain execution momentum across large programs

- Operate effectively within highly matrixed customer organizations

Benefits

- Generous family leave

- Matched donations

- Annual learning stipends

- Flexible PTO

- Competitive retirement plan

- Paid volunteer time

📌 Principal Customer Success Manager (Canada)
🏢 ServiceNow
📍 Canada