- Company: ServiceNow
- Location: Montreal, Quebec
- Job type: Full-time
About the role
ServiceNow is looking for an Associate Customer Success Manager to join their Montreal team. In this full-time position, you will manage a portfolio of mid-complexity customers, focusing on driving consumption and adoption outcomes. You will act as a confident advisor, leading Customer Business Reviews and translating platform results into clear commercial impact for stakeholders. A key part of this role involves working closely with internal AI agents, using them to enhance your workflow while maintaining the human judgment needed to override automated recommendations when necessary.
Responsibilities
- Own adoption and consumption metrics for a portfolio of moderate-complexity customers.
- Lead Customer Business Reviews at the Director and Manager levels.
- Utilize and provide feedback on internal AI productivity tools and agents.
- Diagnose adoption blockers and escalate technical issues with full context.
- Partner with Renewal Account Managers and AEs to prepare for renewals.
- Explain AI capabilities and limitations to non-technical stakeholders.
- Contribute to playbook development based on patterns observed in customer accounts.
Requirements
- Fluency in Canadian French (written and verbal) is required.
- 2–5 years of related experience in customer success, consulting, technical advisory, or SaaS.
- Demonstrated AI fluency, including the ability to operate with multiple agents and recognize their failure modes.
- Ability to translate AI work for non-technical stakeholders without overselling capabilities.
- Strong stakeholder management skills, including the ability to lead uncomfortable conversations.
- Familiarity with ServiceNow platform architecture, CMDB, and Agentic AI concepts.
- ServiceNow experience and/or certifications are strongly preferred.
Pay and benefits
Specific salary details are not listed in the job description. ServiceNow is an equal opportunity employer and offers a flexible work environment, though this specific role requires a minimum of 2 days in-office per week.
How to apply
Apply directly on ServiceNow’s own careers website. Omadaily never charges job seekers.
