Full-Time
Principal Customer Success Executive
ServiceNow
10,001+ employees
Cloud-based digital workflow and automation platform
No salary listed
Toronto, ON, Canada
Remote
Must reside in Canada with Canadian citizenship or permanent residence; must obtain Canadian government security clearance.
Canada Citizenship Required
 Customer Experience & Support (1) |
|---|
- 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.
- Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.
- PMP preferred; project management experience required.
- Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.
- Experience in IT Strategy and Planning; IT Operations and Management; Human Resources; Security Operations; Customer Service Management; IT Processes; IT Governance; IT Portfolio, Program and Project Management; IT Project Delivery (SDLC).
- Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.
- Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
- Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.
- CANDIDATE MUST RESIDE IN CANADA AND HAVE CANADIAN CITIZENSHIP OR PERMANENT RESIDENCE
- CANDIDATE MUST BE ABLE TO GO THROUGH CANADIAN GOVERNMENT SECURITY CLEARANCE
- PREFERENCE WILL BE GIVEN TO BI-LINGUAL CANDIDATES ( ENGLISH-FRENCH)
- Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.
- Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
- Partner with Impact team members leveraging the joint visibility of customer insights to create executive-ready narratives.
- Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.
- Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required.
- Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.
- Identify areas of risk and take steps to prevent customer or revenue churn.
- Work closely with Sales Teams to define and execute product adoption and customer retention plans.
- Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
- Help the customer identify incidents where contractual SLAs were missed and take necessary action.
- Improve overall customer satisfaction, as well as the satisfaction of their internal customers.
- Bi-lingual English-French is preferred.
- Experience with Canadian government security clearance process (as applicable)
- International or cross-market experience would be a plus
ServiceNow provides a cloud-based digital workflow platform that helps large organizations automate and streamline operations across IT, customer service, HR, security, and other business areas. Its Now Platform hosts a suite of applications via a SaaS model, where customers subscribe to access, update, and receive support and optional consulting services. The platform works by offering configurable workflows and automation across multiple business processes, enabling integration with existing systems and data, with regular updates delivered as part of the subscription. This approach differentiates ServiceNow from competitors through its enterprise-grade, cross-domain workflow platform, strong integration capabilities, and emphasis on a unified experience across IT and business operations. The company’s goal is to help customers modernize operations, reduce costs, and improve service delivery and experiences for employees and customers through automated digital workflows.
Company Size
10,001+
Company Stage
IPO
Headquarters
Santa Clara, California
Founded
2004
Simplify's Take
What believers are saying
- Now Assist AI reaches $750M ACV in Q1 2026, with renewals expanding ACV threefold.
- Accenture partnership deploys 300+ AI agent skills, scaling agentic AI production-wide.
- $27.7B remaining performance obligations support $30B revenue target by 2030.
What critics are saying
- Armis $7.8B acquisition integration fails, eroding margins within 12-24 months.
- Gross margins drop to 75% in Q1 2025 from negative Professional Services dragging profitability.
- Moveworks $2.85B buyout cannibalizes IT workflows as standalone bots win deals faster.
What makes ServiceNow unique
- ServiceNow Ventures commits $1 billion by 2026 to AI innovators enhancing platform workflows.
- Now Platform integrates AI Control Tower with Amazon Bedrock AgentCore for unified governance.
- Build Agent extends to Cursor, Windsurf, Claude Code, and GitHub Copilot with built-in security.
Help us improve and share your feedback! Did you find this helpful?
Your Connections
People at ServiceNow who can refer or advise you
Benefits
Generous family leave
Flexible PTO
Matched Donations
Retirement benefits
Annual learning stipends
Paid volunteer time
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↑ 0%Qlik and ServiceNow join forces to strengthen ai-driven enterprise workflows. As part of this initiative, Qlik has made a strategic tie-up with ServiceNow to facilitate the inclusion of trusted enterprise context within AI-based workflows that help enterprises make quick decisions. With this tie-up, Qlik intends to narrow the gap that exists between insights obtained from data and workflows through the use of ServiceNow's Workflow Data Fabric and Qlik's analytics, integration, and artificial intelligence offerings. Through this partnership, enterprises will be able to augment their automated workflows and AI agents with context to allow systems to detect patterns, insights, and recommended courses of action. The collaboration would be especially relevant for those organizations seeking to integrate AI on an organizational level through automation since it will allow making automation-based decisions using reliable and enterprise-class data and not limited to certain data pools. As the analytics solution provider, Qlik aims to help automate and speed up decisions made in various areas, such as IT support, customer services, and other operations by bringing analytics closer to operations. This means that contextual AI would become the next step for enterprises.
TrustCloud has launched a native application in the ServiceNow Store, offering continuous control monitoring for enterprise governance, risk and compliance customers. The application syncs validated control signals with ServiceNow IRM, SecOps and CMDB, integrating security and risk operations. The solution addresses limitations of point-in-time manual GRC workflows by enabling continuous testing across applications, infrastructure and vendors at enterprise scale. TrustCloud's AI-native agents analyse structured and unstructured data from cloud and on-premises environments, automating technical, documentation and process control testing. Early customers report significant improvements: one pharmaceutical company increased application assessment throughput from 20 to 200–300 apps annually with the same resources. The application is available now through the ServiceNow Store, following ServiceNow's strategic investment in TrustCloud in 2025.
ServiceNow has reorganised its pricing around three levels of AI capability, embedding artificial intelligence across its entire product strategy. Customers can now choose between Assistive AI, Task Automation and Full Role Automation based on their AI maturity. The company introduced Build Agent SDK, allowing developers to create ServiceNow applications from any coding environment, including GitHub Copilot and Cursor. Senior vice president John Aisien called it "a real game changer" for expanding the developer base. ServiceNow also launched Context Engine, infrastructure for enterprise AI that learns from user behaviour, and the Enterprise Service Management Suite for mid-sized companies. The suite includes an AI-powered implementation agent that compresses traditional six-month deployments to approximately 30 days. "AI is now infused in every package that we offer," Aisien said.
Qlik has partnered with ServiceNow to integrate trusted enterprise data into AI-powered workflows and decision-making processes. The collaboration combines ServiceNow's Workflow Data Fabric with Qlik's analytics engine to deliver richer context from ERP, CRM, supply chain and other enterprise systems. The partnership introduces Qlik metadata collectors for ServiceNow Data Catalog, improving data discovery, lineage visibility and governance. Qlik's analytics engine will send insights directly into ServiceNow workflows and AI agents, enabling better decision-making through cross-system relationships and operational context. The announcement was made at Qlik Connect 2026 in Florida. Qlik, used by 75% of Fortune 500 companies, aims to help enterprises scale AI responsibly whilst maintaining data governance and control across operations.
Salesforce and ServiceNow are clashing over the future of IT service management, with Salesforce CEO Mark Benioff claiming his six-month-old Agentforce IT Service has won five customers from ServiceNow. ServiceNow CEO Bill McDermott disputed the claim, saying four remain customers and one represented just $42,000 in revenue against ServiceNow's $13.2 billion annual total. ServiceNow controls 40 per cent of the ITSM market with 8,600 customers, whilst Salesforce's product has 200 signups. However, analysts suggest this isn't a direct competition. ServiceNow emphasises control and orchestration with 22 years of workflow expertise, whilst Salesforce targets engagement through tools like Slack, meeting users where they work. Salesforce sees opportunity in the broader $50 billion market, particularly amongst midmarket and SMB customers where it already has relationships through CRM and cloud platforms.