About Compugen

Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Our Culture

We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview

The Senior Manager, Customer Success is responsible for driving customer value realization, retention, renewal success, and growth across a portfolio of strategic accounts. The role leads Customer Success Managers and Delivery Leaders while partnering closely with Sales, Service Delivery, Solution Architects, and Operations teams to ensure customers achieve their desired business outcomes.

Key Responsibilities

- Lead and develop Customer Success Managers and customer-facing governance professionals.
- Establish and maintain executive-level customer relationships.
- Drive customer adoption and realization of business value.
- Own customer health, renewal readiness, and retention strategies.
- Identify expansion and cross-sell opportunities and partner with Sales to execute.
- Manage escalations and service recovery plans.
- Develop customer success metrics, scorecards, and governance frameworks.
- Analyze trends, risks,



and opportunities across the customer portfolio.
- Champion continuous improvement, innovation, and customer advocacy.
- Ensure alignment between service delivery performance and customer business objectives.

Key Success Measures

- Gross and Net Revenue Retention
- Renewal Rate
- Expansion Revenue
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Escalation Reduction
- Customer Health Scores
- Adoption Metrics
- Executive Relationship Strength

Skills And Qualifications

- 8+ years in Customer Success, IT Services, Managed Services, Service Delivery, or Account Management.
- Experience leading customer-facing teams.
- Strong financial and commercial acumen.
- Executive communication and stakeholder management skills.
- Proven success managing complex enterprise accounts.
- ITIL certification and Managed Services experience considered assets.

What Compugen Offers You

- Exciting, fast-paced challenging work setting
- A culture where authenticity and diversity are valued
- Professional development
- Participation in Women in Technology Network
- Opportunities to give back to our local communities
- Collaborative supportive team members
- Remote work/hybrid work options
- Work/life flexibility

Equity Statement

At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women,



Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.

À propos de Compugen

Compugen est le plus grand allié technologique privé au Canada. Pour innover dans les industries, transformer les entreprises, connecter les communautés et susciter des changements significatifs, nous devons penser plus grand, étendre notre portée et agir avec audace. Grâce au savoir, à la curiosité et à la collaboration, Compugen aide les organisations à offrir des expériences conçues avec intention. C’est ce que signifie être centré sur l’humain et propulsé par la technologie.

Rêver, concevoir et livrer n’est pas qu’un mantra pour nous — c’est une façon de vivre. Nous croyons que la technologie est le véhicule, mais que nos gens sont le lien qui rend véritablement la magie possible

Notre culture

Nous sommes une culture centrée sur l’humain où nous accordons la priorité à votre bien-être et investissons dans votre plein potentiel. Nous ne sommes pas seulement axés sur l’atteinte de nos objectifs — nous sommes déterminés à vous aider à atteindre les vôtres.

Si vous êtes animé par une curiosité constante, motivé à faire une différence

📌 Bilingual Senior Manager, Customer Success Services (Gatineau)
🏢 Compugen
📍 Gatineau