Associate Customer Success Manager – French

Role Overview

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.

What You Will Do

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.

Why It Might Be a Fit

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.

Requirements

• 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
• 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