Senior Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +25 more states.

📋 Description

• The Senior Customer Success Manager acts as the CEO of their designated portfolio.

• Responsible for overseeing and enhancing multiple medium to large Duck Creek OnDemand and OnPrem accounts.

• Serve as the primary liaison and trusted advisor for clients, facilitating communication between the Customer/System Integration (SI) partners and internal Duck Creek teams.

• Manage and cultivate customer accounts: oversee 4 or more medium to large OnDemand or OnPrem accounts.

• Build and nurture a trusted relationship with both the Customer and SI partners.

• Keep abreast of the latest features and updates in Duck Creek’s product and service offerings, conduct review sessions, and identify opportunities for upselling and cross-selling.

• Organize and lead weekly, monthly, and quarterly customer governance meetings.

⛳️ Requirements

• Bachelor’s degree or higher, or foreign equivalent, in Computer Science, Computer Information Sciences, or a related field.

• A minimum of 6+ years of functional and technical expertise with SaaS platforms.

• Demonstrated ability to maintain and cultivate strong relationships with clients.

• Proven track record in driving new and expansion sales, promoting software adoption, and implementing customer success best practices.

• Exhibited operational excellence in analytical thinking, process development and enhancement, problem-solving, communication, delegation, and planning.

• Capability to be flexible and responsive to shifting business priorities and navigate ambiguity.

• Ability to collaborate effectively across the organization and with external stakeholders.

• PREFERRED: Familiarity with Duck Creek Suite and Platform.

• P&C Insurance knowledge and experience is a plus.

• Experience with ChurnZero is preferred.

• Knowledge of Microsoft Azure and SQL Server is advantageous.

• A minimum of 1 year of leadership experience is preferred.

🏝️ Benefits

• Flexible work environment.

• Medical, dental, vision, life, and disability insurance.

• 401(k) retirement plan with a 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).