Senior Customer Success Manager

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

📋 Description

• Oversee and enhance multiple medium to large Duck Creek OnDemand and OnPrem customer accounts.

• Serve as the primary point of contact and trusted advisor for clients.

• Act as a liaison among customers, system integration partners, and internal Duck Creek teams.

• Manage a minimum of four medium to large OnDemand or OnPrem accounts.

• Cultivate customer relationships and comprehend their business objectives and strategic priorities.

• Create customer success plans and identify opportunities for sales and product expansion.

• Remain updated on Duck Creek products and services while conducting customer review meetings.

• Oversee net revenue retention, gross revenue retention, renewals, risks, and strategic account plans.

• Facilitate governance meetings with customers on a weekly, monthly, and quarterly basis.

• Guide junior Customer Success Managers.

• Collect customer feedback through NPS activities and formulate closed-loop action plans.

• Enhance customer referenceability, end-user experience, adoption, and value realization.

• Inform customers about new and existing functionalities.

• Conduct lessons learned sessions, coordinate improvements, and address account issues.

• Act as the main contact for customer inquiries and issues.

• Coordinate communication plans, test schedules, releases, and ticket priorities tailored to customers.

• Manage risks and mitigation strategies, including conformance reviews and delivery assurance.

• Monitor support cases and defect resolutions via SNOW.

• Maintain customer-specific OnDemand runbook documentation.

• Provide feedback on product enhancements to Engineering teams.

• Review monthly metrics, SLA targets, performance issues, and outages for customers.

• Develop tools, processes, and procedures to facilitate scalable business growth.

• Perform other duties and responsibilities as necessary.

• Adhere to Duck Creek Technologies’ mission, vision, and core values.

⛳️ 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 qualifications.

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

• Proven track record of building and nurturing strong customer relationships.

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

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

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

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

• Skill in explaining complex technical concepts to non-technical audiences.

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

• Exceptional customer service and organizational capabilities.

• Ability to work autonomously and within a team setting.

• Strong multi-tasking and project management abilities.

• Excellent written and verbal communication skills.

• Legally authorized to work in the job location country.

• Travel requirement: 10–25%.

• Preferred: Knowledge and experience with Duck Creek Suite and Platform.

• Preferred: Knowledge and experience in P&C Insurance.

• Preferred: Familiarity with ChurnZero.

• Preferred: Understanding of Microsoft Azure and SQL Server.

• Preferred: At least 1 year of leadership experience.

🏝️ Benefits

• Flexible work environment.

• Comprehensive 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 time, and volunteer hours.

• Employee Assistance Program (EAP).

• Annual bonus compensation, subject to plan terms and individual eligibility.

• An inclusive culture and commitment to equal opportunity employment.

• Accessibility support for web content.

• AI-assisted recruitment tools evaluated by Duck Creek team members.