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 Service

Now 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 teams 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 teams 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 Service

Now 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 Service

Now and customer stakeholders under pressure; trusted voice inside the customers leadership team on AI strategy and platform direction.

Deep familiarity with Service

Now 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 Service

Now 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.

Service

Now experience and/or certifications strongly preferred; adjacent platform experience (CRM, ITSM, or major enterprise platforms) considered.

Location Montreal, Quebec Service

Now hub location.

Minimum 2 days in-office, with flexibility. FD21 Additional Information Work Personas Nous abordons notre monde du travail distribu avec flexibilit et confiance.

Les profils de travail (flexible, distance ou requis au bureau) sont des catgories attribues aux employs de Service

Now en fonction de la nature de leur travail et de leur lieu de travail assign.

Pour en savoir plus, cliquez ici.

Pour dterminer l''ligibilit un profil de travail, Service

Now peut confirmer la distance entre votre rsidence principale et le bureau Service

Now le plus proche l''aide d''un service tiers.

Equal Opportunity Employer Service

Now est un employeur qui souscrit au principe de l''galit daccs lemploi.

Tous les candidats qualifis recevront une considration pour lemploi sans gard la race, la couleur, la croyance, la religion, le sexe, lorientation sexuelle, lorigine nationale ou la nationalit, lascendance, lge, le handicap,



lidentit ou lexpression de genre, ltat matrimonial, le statut dancien combattant ou toute autre catgorie protge par la loi.

De plus, tous les candidats qualifis ayant des antcdents darrestation ou de condamnation seront pris en considration pour un emploi conformment aux exigences lgales.

Accommodations Nous mettons tout en uvre offrir une exprience accessible et inclusive pour tous les candidats.

Si vous avez besoin dune mesure dadaptation raisonnable pour complter une partie du processus de candidature ou si vous ntes pas en mesure dutiliser cette candidature en ligne et que vous avez besoin dune autre mthode pour postuler, veuillez communiquer avec pour obtenir de laide.

Export Control Regulations Pour les postes ncessitant laccs une technologie contrle assujettie aux rglements sur les contrles lexportation, y compris les U.S.

Export Administration Regulations (EAR), Service

Now peut tre tenu dobtenir lapprobation des autorits gouvernementales en matire de contrle des exportations pour certaines personnes.

Tout emploi est subordonn lobtention par Service

Now dune licence dexportation ou dune autre approbation qui pourrait tre requise par les autorits de contrle des exportations comptentes.

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Utilis sous licence. ###### Work Personas We approach our distributed world of work with flexibility and trust.

Work personas (versatile, remote, or required in office) are categories that are assigned to Service

Now employees depending on the nature of their work and their assigned work location.

Learn more here .

To determine eligibility for a work persona, Service

Now may confirm the distance between your primary residence and the closest Service

Now office using a third-party service.

Equal Opportunity Employer Service

Now 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 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), Service

Now may be required to obtain export control approval from government authorities for certain individuals.

All employment is contingent upon Service

Now obtaining any export license or other approval that may be required by relevant export control authorities.

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📌 Customer Success Manager - French (Montreal)
🏢 ServiceNow
📍 Montreal