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.

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; elevate 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 current logic.

- Integrate outputs from multiple AI tools into a coherent customer narrative — adding the commercial, political, and strategic context that AI cannot see. This integratio

📌 Associate Customer Success Manager (Montreal)
🏢 Servicenow
📍 Montreal