Senior Customer Success Manager

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🏄 California, Illinois, +4 more states – Remote

🏄 California – Remote 🌽 Illinois – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote ☕ Washington – Remote

💵 $125.7k - $179.6k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Duck Creek Technologies

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

☁️ 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

• The Senior Customer Success Manager is the CEO of your book of business. • A high performer who is SaaS revenue focused, responsible for managing and developing multiple medium/large Duck Creek OnDemand and OnPrem accounts. • Act as the primary contact and trusted advisor for your customers and provide an interface between the Customer/System Integration (SI) partner(s), and internal Duck Creek teams. • Manage 4+ medium/large OnDemand or OnPrem accounts. • Develop and foster a trusted relationship with the Customer and SI partners. • Meet with Customer leadership teams to understand their business goals and strategic priorities, including the preparation of customer success plans with an eye toward future sales opportunities and product expansion at time of renewal. • Stay up to date with the latest features and updates of Duck Creek’s suite of products and services, conduct review sessions, and identify opportunities for upselling and cross-selling, including active management of NRR and GRR. • Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success. • Facilitate weekly, monthly, and quarterly customer governance meetings, including preparation of reports, governance decks and working with all parties to schedule customer sessions. • Mentors junior Customer Success Managers. • Gather customer feedback by playing an active role in the NPS customer survey activities by encouraging customer feedback, assessing results, and developing measurable closed loop action plans.

🎯 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 relationship with customers. • Proven experience driving new and expansion sales, driving software adoption, and leveraging customer success best practices. • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning. • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity. • Able to collaborate across the organization and with external stakeholders. • PREFERRED: 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, SQL Server preferred. • Leadership Experience: Minimum 1 year (preferred).

🏖️ Benefits

• Flexible work environment • Medical, dental, vision, life, and disability insurance • 401(k) retirement plan with match (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)