Senior Customer Success Manager

🕒 September 15

🇺🇸 United States – Remote

💵 $136k - $221k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Guidewire Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

🛡️ Insurance

💰 $750k Series C on 2008-03

Software • Insurance • Cloud Computing

Guidewire Software is a leading provider of software solutions for the property and casualty (P&C) insurance industry. The company offers a comprehensive platform that includes core applications such as PolicyCenter, ClaimCenter, and BillingCenter, as well as advanced analytics and a robust cloud platform. Guidewire focuses on delivering digital transformations, improving operational efficiencies, and enhancing customer service for insurers globally. Through collaborations and partnerships, Guidewire supports a wide range of insurance products and services, including usage-based and embedded insurance. With its commitment to innovation and customer success, Guidewire continues to empower insurers to meet the evolving demands of the industry.

📋 Description

• Develop strategic account plans that expand relationships and promote growth • Drive cross-functional collaboration to accelerate adoption and value of current and future solutions • Identify and pursue expansion opportunities aligned to customer goals • Create trusted partnerships that result in engaged customer advocates • Lead executive-level engagements focused on value creation • Define and execute renewal strategies that promote growth and mitigate risk • Promote operational excellence in portfolio, account, and team management • Develop relationships across customer portfolios, from C-level to IT and business users • Understand customer priorities and report out common themes for action • Facilitate engagements to meet customer needs and align strategies • Partner with sales on incremental opportunities across Guidewire solutions • Engage customers to understand product experience and strategic business needs • Serve as the voice of the customer and advocate for feedback and influence on Guidewire products and services • Provide early insight and adoption recommendations for new products and features • Coach and mentor other CMSs in Customer Success practices and customer community engagement • Drive customer issues and situations to successful conclusions with relevant departments • Create and manage customer success plans and account plans • Facilitate executive discussions, including business reviews, roadmap reviews, and strategic alignment • Develop cross-functional understanding of customer business challenges and opportunities • Introduce new features and best practices according to customer needs • Ensure visibility of program and customer health internally and with customer teams • Manage commercial account relationships post-sale, including renewal strategy • Execute and manage contract negotiations and renewals • Leverage executive leadership and communication experience to define vision, build business cases, resolve conflict, and foster honest feedback • Apply emerging technologies, AI, and data-driven insights to enhance productivity and outcomes • Success measured through ARR growth, retention, churn-risk mitigation, product penetration, NPS/CSAT, sentiment and health, advocacy, and success planning

🎯 Requirements

• 12+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position) • Knowledge of the P&C insurance space, industry trends and challenges, and the fundamental economics of an insurance company • Passion for solving problems, thinking creatively, and delivering results • Ability to build and manage C-suite relationships at customers • Capable of quickly building trust and establishing deep relationships • Ability to effectively connect and communicate with both business & IT stakeholders • Executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views and engender honest feedback and appraisal • Demonstrated ability to work on multiple initiatives or accounts simultaneously under pressure • Demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams • Ability to travel as needed to client locations, industry events and company initiatives • Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement • Knowledge of or experience with Guidewire InsuranceSuite is preferred • Experience working with cloud-native solutions and/or cloud technologies for mission-critical applications • Demonstrated coaching and change management experience – not just defining a plan but executing that plan successfully and adapting to obstacles or shifts in business priority

🏖️ Benefits

• Health insurance • Dental insurance • Vision insurance • Paid time off • Company sponsored retirement plan • Some roles may be eligible for the annual company bonus plan • Some roles may be eligible for commissions • Some roles may be eligible for long term incentive awards • Disability accommodations in the hiring process • Appeals process for denied accommodations or non-selection decisions

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