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.

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 Employe