Senior Customer Success Manager

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

📋 Description

• Formulate strategic account plans aimed at enhancing relationships and fostering growth.

• Promote cross-functional collaboration to expedite the adoption and value of existing and future solutions.

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

• Establish trusted partnerships that cultivate engaged customer advocates.

• Conduct executive-level engagements centered around value creation.

• Develop and implement renewal strategies that encourage growth and minimize risk.

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

• Build relationships across customer portfolios, engaging with C-level executives, IT, and business users.

• Comprehend customer priorities and present common themes for actionable insights.

• Facilitate engagements that address customer needs and synchronize strategies.

• Collaborate with sales to identify incremental opportunities within Guidewire solutions.

• Interact with customers to gain insights into product experiences and strategic business needs.

• Act as the customer’s voice, advocating for their feedback and influence on Guidewire products and services.

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

• Guide and mentor other Customer Success Managers in best practices and community engagement.

• Resolve customer issues and situations to successful conclusions by collaborating with relevant departments.

• Create and maintain customer success plans and account strategies.

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

• Cultivate a comprehensive understanding of customer business challenges and opportunities across functions.

• Introduce new features and best practices tailored to customer needs.

• Ensure internal and customer team visibility regarding program and customer health.

• Manage commercial account relationships post-sale, including developing renewal strategies.

• Oversee and conduct contract negotiations and renewals.

• Utilize executive leadership and communication skills to define vision, construct business cases, resolve conflicts, and encourage candid feedback.

• Leverage emerging technologies, AI, and data-driven insights to improve productivity and outcomes.

• Measure success through annual recurring revenue (ARR) growth, retention, churn-risk mitigation, product penetration, NPS/CSAT, sentiment and health, advocacy, and success planning.

⛳️ Requirements

• Over 12 years of relevant experience (e.g., customer success, account management, sales, technology consulting, or similar roles).

• Strong understanding of the P&C insurance industry, including trends, challenges, and the economic fundamentals of insurance companies.

• A passion for problem-solving, creative thinking, and delivering impactful results.

• Proficient in building and managing relationships with C-suite executives.

• Skilled in rapidly establishing trust and developing deep connections.

• Capable of effectively communicating with both business and IT stakeholders.

• Possess executive leadership and communication experience, demonstrating the ability to define a vision, build compelling business cases, establish credibility, resolve differing opinions, and encourage honest feedback.

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

• Demonstrated skills in account planning and management, including estimations, budgets, forecasting, and coordination of various work streams.

• Willingness to travel as required for client visits, industry events, and company initiatives.

• A proven track record of embracing AI and leveraging data-driven insights to foster innovation, productivity, and continuous improvement.

• Familiarity with or experience in using Guidewire InsuranceSuite is preferred.

• Experience with cloud-native solutions or cloud technologies for mission-critical applications.

• Demonstrated expertise in coaching and change management—capable of not only defining a plan but executing it successfully and adapting to shifting business priorities.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• Company-sponsored retirement plan

• Certain roles may qualify for the annual company bonus plan

• Certain roles may be eligible for commissions

• Certain roles may qualify for long-term incentive awards

• Disability accommodations available during the hiring process

• Appeals process for denied accommodations or non-selection decisions