Senior Customer Success Manager

Job not on LinkedIn

🔥 44 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 4+ medium/large Duck Creek OnDemand or OnPrem customer accounts • Serve as primary customer contact and trusted advisor • Interface between customers, system integration partners, and internal Duck Creek teams • Develop customer success plans aligned with business goals, strategic priorities, expansion opportunities, and renewals • Manage upselling, cross-selling, net revenue retention, and gross revenue retention • Track renewals, identify risks, and build strategic account plans • Facilitate weekly, monthly, and quarterly customer governance meetings and prepare reports and governance decks • Mentor junior Customer Success Managers • Gather customer feedback through NPS activities and develop closed-loop action plans • Drive customer adoption, referenceability, and end-user experience • Educate customers on Duck Creek functionality and demonstrate business value • Conduct lessons learned after issues and go-live events, coordinate improvements, and restore account health • Maintain regular customer contact and ensure on-time go-lives • Manage customer risks and implement mitigation plans using conformance reviews and delivery assurance processes • Track support cases logged via SNOW and defect resolution against customer program timelines • Coordinate customer communications, test schedules, releases, and ticket priorities • Provide visibility into customer health, incidents, requests, SLAs, and operational metrics • Develop scalable tools, processes, procedures, and customer-specific OnDemand runbooks • Provide product feedback to Engineering teams • Review monthly metrics with customers, including SLA targets, actuals, volumetric performance, major issues, and outages • Perform other duties as required

🎯 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 of functional and technical knowledge of SaaS platforms • Proven ability to maintain and foster strong customer relationships • 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 • Duck Creek Suite and Platform knowledge and experience preferred • P&C Insurance knowledge and experience preferred • ChurnZero knowledge and experience preferred • Knowledge of Microsoft Azure and SQL Server preferred • Minimum 1 year leadership experience preferred • Ability to explain complex technical concepts to non-technical audiences • Ability to articulate and present technical solutions to prospects and customers during sales processes • Exceptional customer service and organizational skills • Ability to work independently and in a team environment • Efficient multitasking and project management skills • Excellent written and oral communication skills • Legally authorized to work in the country of the job location • Willingness to travel 10–25%

🏖️ 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 • Opportunities to work from an office, from home, or on a hybrid schedule • Inclusive culture and opportunities to learn from one another