Associate Customer Success Manager - French

Job 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. ###### 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. Please note that this role requires a minimum of 2 days in-office. What you get to do in this role: 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 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. 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. Apply 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. 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. To be successful in this role you have: Fluency in Canadian French (written and verbal) is required Experience 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. Capability with 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. Strong stakeholder management capability — navigates multi-stakeholder situations at Director and Manager level with structure; comfortable challenging assumptions and leading uncomfortable conversations. 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. Growth mindset — willing AND able to stretch into an evolving role; ready to drive adoption of new agents as they are released. ServiceNow experience and/or certifications strongly preferred. 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 attribué