Senior Customer Success Manager

Job not on LinkedIn

🔥 2 minutes ago

🍂 Massachusetts, Missouri, +1 more states – Remote

🍂 Massachusetts – Remote 🏰 Missouri – Remote 🌴 South Carolina – Remote

💵 $100.8k - $157.6k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Duck Creek Technologies

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

🛡️ Insurance

☁️ SaaS

🏢 Enterprise

💰 $230M Private Equity Round on 2020-06

Insurance • SaaS • Enterprise

Duck Creek Technologies is a leading provider of comprehensive software solutions for the insurance industry, specifically focusing on property and casualty (P&C) insurance. Their platform offers a suite of core system solutions, including policy, billing, claims, and analytics. With a strong emphasis on low-code configurability, Duck Creek enables insurers to quickly implement changes and launch new products to meet market needs. The company also emphasizes partnerships with leading technology innovators to deliver enhanced customer experiences and streamline operations for insurers around the world.

📋 Description

• Manage and develop multiple medium/large Duck Creek OnDemand and OnPrem customer accounts • Act as the primary contact and trusted advisor for customers • Interface between customers, system integration partners, and internal Duck Creek teams • Manage at least four medium/large OnDemand or OnPrem accounts • Develop customer relationships and understand business goals and strategic priorities • Prepare customer success plans and identify sales and product expansion opportunities • Stay current on Duck Creek products and services and conduct customer review sessions • Manage net revenue retention, gross revenue retention, renewals, risks, and strategic account plans • Facilitate weekly, monthly, and quarterly customer governance meetings • Mentor junior Customer Success Managers • Gather customer feedback through NPS activities and develop closed-loop action plans • Improve customer referenceability, end-user experience, adoption, and value realization • Educate customers on new and existing functionalities • Conduct lessons learned, coordinate improvements, and resolve account issues • Serve as the primary contact for customer issues and questions • Coordinate customer-specific communication plans, test schedules, releases, and ticket priorities • Manage risks and mitigation plans, including conformance reviews and delivery assurance • Track support cases and defect resolution through SNOW • Maintain customer-specific OnDemand runbook content • Provide product enhancement feedback to Engineering teams • Review monthly customer metrics, SLA targets, volumetric performance, issues, and outages • Develop tools, processes, and procedures to support scalable business growth • Perform other duties and activities as required • Act in accordance with Duck Creek Technologies’ mission, vision, and core values

🎯 Requirements

• Bachelor’s degree, and/or higher level, or foreign equivalent, in Computer Science, Computer Information Sciences or related degree; related work experience can be substituted for educational requirement • Minimum 6+ years functional and technical knowledge of SaaS platforms • Proven ability to maintain and foster strong relationships with customers • Proven experience driving new and expansion sales, software adoption, and customer success best practices • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning • Ability to be flexible and agile in responding to evolving business priorities and ambiguity • Ability to collaborate across the organization and with external stakeholders • Ability to explain complex technical concepts to non-technical audiences • Ability to articulate and present technical solutions to prospects/customers during sales processes • Exceptional customer service and organizational skills • Ability to work independently and in a team environment • Efficient multi-tasking and project management skills • Excellent written and oral communication skills • Legally authorized to work in the country of the job location • Travel: 10–25% • Preferred: Duck Creek Suite and Platform knowledge and experience • Preferred: P&C Insurance knowledge and experience • Preferred: ChurnZero knowledge and experience • Preferred: Microsoft Azure and SQL Server knowledge • Preferred: Minimum 1 year leadership experience

🏖️ Benefits

• Flexible work environment • Medical, dental, vision, life, and disability insurance • 401(k) retirement plan with 6% employer match up to $12,000 annually • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) • Paid holidays, vacation, and volunteer time • Employee Assistance Program (EAP) • Annual bonus compensation, subject to plan terms and individual eligibility • Inclusive culture and equal opportunity employment • Accessibility support for web content • AI-assisted recruitment tools reviewed by Duck Creek team members