Senior Customer Success Manager

This is a fully remote position, open to applicants in Massachusetts, +2 more states.

📋 Description

• Oversee and enhance 4 or more medium to large Duck Creek OnDemand or OnPrem customer accounts.

• Act as the main point of contact for customers and a trusted advisor.

• Serve as the liaison between clients, system integration partners, and internal Duck Creek teams.

• Formulate customer success plans that align with business objectives, strategic priorities, growth opportunities, and renewals.

• Handle upselling, cross-selling, net revenue retention, and gross revenue retention.

• Monitor renewals, identify potential risks, and design strategic account plans.

• Conduct weekly, monthly, and quarterly governance meetings with customers, preparing reports and governance presentations.

• Guide junior Customer Success Managers.

• Collect customer feedback through NPS activities and create actionable plans based on insights.

• Promote customer adoption, referenceability, and enhance end-user experience.

• Educate clients on Duck Creek functionalities and illustrate business value.

• Execute lessons learned after issues and go-live events, coordinating improvements to restore account health.

• Ensure regular communication with customers and timely go-lives.

• Manage customer risks and implement mitigation strategies through conformance reviews and delivery assurance processes.

• Track support cases logged through SNOW and defect resolution in accordance with customer program timelines.

• Coordinate customer communications, testing schedules, releases, and ticket priorities.

• Provide insights into customer health, incidents, requests, SLAs, and operational metrics.

• Develop scalable tools, processes, procedures, and customer-specific OnDemand runbooks.

• Relay product feedback to Engineering teams.

• Review monthly performance metrics with customers, covering SLA targets, actuals, volumetric performance, major issues, and outages.

• Perform additional duties as necessary.

⛳️ Requirements

• Bachelor’s degree or higher, or foreign equivalent, in Computer Science, Computer Information Sciences, or a related field; relevant work experience may substitute for educational requirements.

• At least 6+ years of functional and technical expertise with SaaS platforms.

• Proven capability to build and maintain strong customer relationships.

• Demonstrated experience in driving new sales and expansion, software adoption, and customer success best practices.

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

• Ability to adapt flexibly and quickly to changing business priorities and uncertainty.

• Capacity to collaborate across the organization and engage with external stakeholders.

• Familiarity with Duck Creek Suite and Platform is preferred.

• Knowledge and experience in P&C Insurance is preferred.

• Familiarity with ChurnZero is preferred.

• Understanding of Microsoft Azure and SQL Server is preferred.

• Minimum of 1 year of leadership experience is preferred.

• Ability to convey complex technical concepts to non-technical audiences.

• Proficiency in articulating and presenting technical solutions to prospects and customers during sales processes.

• Exceptional customer service and organizational abilities.

• Capability to work both independently and within a team.

• Strong multitasking and project management skills.

• Excellent written and verbal communication skills.

• Legally authorized to work in the country of the job location.

• Willingness to travel 10–25% of the time.

🏝️ Benefits

• Flexible work environment.

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

• 401(k) retirement plan with a 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, remotely, or in a hybrid setting.

• Inclusive culture with opportunities for mutual learning.