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®. Mais ce n’est que le début de notre voyage. 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.

Join us to put AI to work for people.Please note that this role requires a minimum of 2 days in-office.The Associate Customer Success Manager 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 for strategic or commercial ambiguity. You will utilize the internal AI agents that augment the role today and be ready to drive adoption of new agents as they are released.You will operate 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 peers 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 ResponsibilitiesOwn 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. Utilize the internal productivity agent stack with practitioner‑level fluency — recognize 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 standardized 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. Applybusiness 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; 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 behavior 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.

Support

Impact renewal preparation in collaboration with the AE and RAM, proactively addressing adoption challenges and value gaps. Fluency in Canadian French (written and verbal) is requiredExperience 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.2–5 years of related work experience in customer success, consulting, technical advisory, project management, business administration, or SaaS — with demonstrable AI fluency.Capabilitywith AI tools and agents in a professional context — able to operate fluently with multiple agents, recognize 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.Solid stakeholder management capability — navigates multi‑stakeholder situations at Director and Manager level with structure; 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.ServiceNow experience and/or certifications strongly preferred.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 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.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.

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[emailprotected] pour obtenir de l’aide.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 (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. 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.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.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 [emailprotected] for assistance.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.

📌 Associate Customer Success Manager - French (Winnipeg)
🏢 Remote Genie
📍 Winnipeg