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 cooperative 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 RetentionRenewal RateExpansion RevenueCustomer Satisfaction (CSAT)Net Promoter Score (NPS)Escalation ReductionCustomer Health ScoresAdoption MetricsExecutive Relationship StrengthSkills And Qualifications 8+ years in Customer Success, IT Services, Managed Services, Service Delivery, or

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