Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Formulate strategic account plans to enhance relationships and stimulate growth.

• Foster cross-functional collaboration to accelerate the adoption and value of both current and future solutions.

• Identify and pursue growth opportunities that align with customer objectives.

• Cultivate trusted partnerships that lead to engaged customer advocates.

• Lead executive-level engagements centered on value creation.

• Develop and implement a renewal strategy that encourages growth while minimizing risks.

• Advocate for operational excellence in portfolio, account, and team management.

• Establish deep and broad relationships within the customer portfolio, engaging with stakeholders from C-level executives to IT and business users.

• Comprehend customer priorities and pinpoint common themes for reporting and action.

• Identify incremental sales opportunities across Guidewire solutions, collaborating with sales to ensure customer objectives and value propositions are prioritized.

• Build strong partnerships by delivering positive customer experiences that foster mutual success and create advocates.

• Interact with customers to gain a comprehensive understanding of their product experiences and strategic business needs.

• Know the customer thoroughly and nurture positive relationships with key stakeholders at senior and C-Suite levels.

• Act as the voice of the customer, advocating for their feedback to influence Guidewire products and services.

• Provide early insights and adoption recommendations for new products and features.

• Mentor and coach other Customer Success Managers in honing their craft and engaging with both Guidewire and the Customer Community.

• Promote the adoption of Guidewire solutions to help customers realize their business objectives and maximize their investment value.

• Take charge in resolving customer issues or situations, collaborating with other departments and individuals as necessary.

• Develop and oversee customer success plans and account strategies to manage both external and internal relationships.

• Lead executive discussions, including business reviews, roadmap reviews, and strategic alignment sessions.

• Acquire an in-depth and cross-functional understanding of the primary business challenges and opportunities facing your customers and portfolio.

• Introduce new features and best practices to customers based on their specific business needs.

• Ensure program and customer health visibility both internally and among customer teams.

• Manage the commercial aspects of account relationships following the initial sale, including defining a renewal strategy that promotes growth and mitigates risks.

• Execute and manage contract negotiations and renewals.

• Utilize executive leadership and communication experience to define a vision, create compelling business cases, establish personal credibility, resolve conflicts, and foster honest feedback and evaluation.

⛳️ Requirements

• Over 8 years of relevant experience (e.g., customer success, account management, sales, technology consulting, or a related field).

• Familiarity with the P&C insurance sector, including industry trends, challenges, and the fundamental economics of insurance companies.

• A passion for problem-solving, innovative thinking, and achieving results.

• Proven capability to build and manage relationships with C-suite executives at customer organizations.

• Ability to quickly establish trust and develop deep relationships.

• Proficient in effectively connecting and communicating with both business and IT stakeholders.

• Demonstrated executive leadership and communication skills, showcasing the ability to define a vision, create persuasive business cases, establish credibility, resolve conflicting views, and facilitate honest feedback and assessments.

• Proven ability to manage multiple initiatives or accounts concurrently under pressure.

• Demonstrated skills in account planning and management, including estimations, budgeting, forecasting, and coordinating multiple work streams.

• Willingness to travel as needed for client meetings, industry events, and company initiatives.

• Proven ability to embrace AI and leverage data-driven insights to foster innovation, productivity, and continuous improvement.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• Company-sponsored retirement plan

• Annual company bonus plan

• Commissions

• Long-term incentive awards