Associate Customer Success Manager - French

About the Position

Associate Customer Success Manager - French

ServiceNow, a global leader in cloud-based software, is seeking an Associate Customer Success Manager in Montreal, Canada. This role focuses on leveraging AI to drive customer success and business outcomes.

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; escalate 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 new logic.
• Integrate outputs from multiple AI tools into a coherent customer narrative - adding the commercial, political, and strategic context that AI cannot see.
• Explain AI behaviour 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.
• Mentor IC1 CSMs informally on advisory craft, AI fluency, and customer engagement.
• Support Impact renewal preparation in collaboration with the AE and RAM, proactively addressing adoption challenges and value gaps.

Requirements

• Experience: 2–5 years of related work experience in customer success, consulting, technical advisory, project management, business administration, or SaaS - with demonstrable AI fluency.
• Skills:
  • Practitioner-level capability with AI tools and agents in a professional context.
  • Ability to translate AI work for non-technical stakeholders.
  • Demonstrated track record of using AI to materially change how you do work.
  • Practitioner-level business acumen.
  • Strong stakeholder management capability.
  • 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.
  • Proven ability to collaborate effectively with cross-functional teams (Sales, Product, Support, Delivery, Renewal Account Managers).
  • Outstanding communication and presentation skills.
  • Growth mindset - willing AND able to stretch into an evolving role.

Nice to Have

• ServiceNow experience and/or certifications.

We Offer

• Competitive salary and benefits package.
• Opportunity to work with cutting-edge AI technology.
• Professional growth and development opportunities.
• Collaborative and innovative work environment.

About the Company

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.