Director, Customer Success

Company Description
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.
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It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The Canada Area Lead will be responsible for leading the Customer Excellence Group across the country. This includes managing and coaching a high-performing team of Customer Success Managers (CSMs), Customer Success Executives (CSEs), and Platform Architects (PAs).
This leader will be accountable for driving customer outcomes by improving technical health, accelerating product adoption, ensuring renewals of Customer Success offerings, and enabling expansion across ServiceNow's portfolio.
This role also includes acting as the Impact Delivery Leader for Canada, ensuring seamless post-sales execution and contributing to strategic planning and operational excellence across the region.
What You Get to Do in This Role

• Drive performance and outcomes against key KPIs: product adoption, technical health, NPS, and Customer Success renewals
• Lead the talent strategy for Canada: hiring, onboarding, development, performance management, and career growth for CEG team members
• Execute the global CEG strategy regionally, tailoring approaches to local market dynamics
• Ensure the profitable delivery of services and customer engagements aligned with regional goals
• Own customer relationships post-sale, including escalation management and resolution
• Partner with Account Teams and Sales Directors to migrate legacy Customer Success packages to new Impact offerings
• Successfully lead the transition from legacy to future-state Customer Success delivery motions, ensuring continuity and CSAT performance
• Build and maintain strong executive relationships with customer stakeholders across Canada
• Collaborate closely with internal teams across CEG, Support, Product, and Sales to ensure alignment and drive end-to-end value
• Provide thought leadership on optimizing and scaling the Customer Excellence delivery model

Qualifications

• 12+ years of experience leading Customer Success, Consulting, or related functions, ideally in a technology or SaaS environment
• Proven track record of delivering on KPIs and managing large, cross-functional customer-facing teams
• Experience building and scaling high-performing teams in complex, evolving environments
• Strong executive presence and ability to develop trusted relationships with C-level stakeholders at major Canadian enterprises and public sector organizations
• Operationally rigorous, with demonstrated ability to manage financial metrics and process excellence
• Skilled in managing change, navigating ambiguity, and driving transformation at scale
• Experience creating scalable, repeatable delivery models and frameworks
• Strong cross-functional collaborator and communicator, capable of influencing at all levels of the organization
• Comfortable rolling up sleeves to remove roadblocks and support team members
• Fluent in French and English
• Must reside in Canada, be a Canadian citizen or permanent resident, and be able to work from the Montreal ServiceNow office at least once per week
• Willingness to travel regionally and globally as required

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Additional Information
Work Personas
Nous abordons notre monde du travail distribué avec flexibilité et confiance. 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 en savoir plus, cliquez ici. 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.
Equal Opportunity Employer
ServiceNow est un employeur qui souscrit au principe de l'égalité d'accès à l'emploi. 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. De plus, tous les candidats qualifiés ayant des antécédents d'arrestation ou de condamnation seront pris en considération pour un emploi conformément aux exigences légales.
Accommodations
Nous mettons tout en œuvre offrir une expérience accessible et inclusive pour tous les candidats. 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 [email protected] pour obtenir de l'aide.
Export Control Regulations
Pour les postes nécessitant l'accès à une technologie contrôlée assujettie aux règlements sur les contrôles à l'exportation, y compris les U.S. 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.
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Work Personas
We approach our distributed world of work with flexibility and trust. 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. Learn more here . 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.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 [email protected] 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), 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.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.