At a Glance
- Tasks: Lead a team to drive customer success and build strong relationships.
- Company: Join Canada's largest privately-owned tech ally, Compugen.
- Benefits: Enjoy remote work options, professional development, and a supportive culture.
- Other info: Diverse and inclusive workplace with opportunities for growth.
- Why this job: Make a real impact by helping clients achieve their business goals.
- Qualifications: 8+ years in customer success or related fields with leadership experience.
The predicted salary is between 90000 - 110000 $ per year.
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 deliver 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 environment
- 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.
Bilingual Senior Manager, Customer Success Services in Gatineau employer: Compugen Inc
Compugen is an exceptional employer that fosters a collaborative and innovative work culture, where your expertise in AI and cloud solutions will be valued and nurtured. With a strong focus on employee growth, you will have access to continuous learning opportunities and the chance to lead transformative projects that make a real impact. Located in a vibrant tech hub, Compugen offers a dynamic environment that encourages creativity and teamwork, making it an ideal place for professionals looking to advance their careers while contributing to meaningful technological advancements.
