Senior Customer Success Manager

Overview

Senior Customer Success Manager who oversees the strategy and execution of a customer portfolio for Guidewire InsuranceSuite customers, focused on engagement, satisfaction, retention and growth.

What you'll do

• Develop strategic account plans that expand the relationship and promote growth.
• Drive cross-functional collaboration to accelerate adoption and value of current and future solutions.
• Identify and pursue expansion opportunities aligned to customer goals.
• Create trusted partnerships that result in engaged customer advocates.
• Lead executive level engagements focused on value creation.
• Define and execute a renewal strategy that promotes growth and mitigates risk.
• Promote operational excellence in portfolio, account and team management.
• Develop depth and breadth of relationship within portfolio of customers, from C-level to IT and business users.
• Understand customer priorities and identify common themes to report out and action.
• Facilitate engagements to meet customer needs, align overall strategies, and create meaningful relationships.
• Recognize incremental sales opportunities across Guidewire solutions and partner with sales to keep customer objectives and value proposition at the forefront.
• Engage with customers to develop deep understanding of their product experience and strategic business needs.
• Know the customer "inside and out" and foster positive relationships with key stakeholders at senior and C-Suite level.
• Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire products and services.
• Provide early insight and adoption recommendations for new products and product features.
• Coach and mentor other CSMs in developing the Customer Success craft and engagement in both Guidewire and the Customer Community.
• Encourage adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investments.
• Take the lead in driving to a successful conclusion any customer issues or situations, involving other departments and individuals as necessary.
• Create and manage customer success plans and account plans to manage external and internal relationships and strategies.
• Facilitate executive discussions including business reviews, roadmap reviews, and strategic alignment.
• Develop a deep and cross-functional understanding of the key business challenges and opportunities of customers and portfolio.
• Introduce new features and best practices to customers according to their business needs.
• Ensure visibility of program and customer health both internally and with customer teams.
• Manage commercial aspects of account relationships post initial sale, including defining a renewal strategy that promotes growth and mitigates risks.
• Execute and manage contract negotiations and renewals.
• Leverage executive leadership and communication experience to define a vision, build a persuasive business case, establish personal credibility, resolve conflict and engender honest feedback and appraisal.

What you'll need

• 12+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position).
• Knowledge of the P&C insurance space, industry trends and challenges, and the fundamental economics of an insurance company.
• Passion for solving problems, thinking creatively, and delivering results.
• Ability to build and manage C-suite relationships at customers.
• Capable of quickly building trust and establishing deep relationships.
• Ability to effectively connect and communicate with both business and IT stakeholders.
• Executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views and engender honest feedback and appraisal.
• Demonstrated ability to work on multiple initiatives or accounts simultaneously under pressure.
• Demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams.
• Ability to travel as needed to client locations, industry events and company initiatives.
• Demonstrated ability to embrace AI and apply it to your current role, as well as data-driven insights, to drive innovation, productivity, and continuous improvement.

Nice to have

• Knowledge of or experience with Guidewire InsuranceSuite.
• Experience working with cloud-native solutions and/or cloud technologies for mission-critical applications.
• Demonstrated coaching and change management experience, not just defining a plan but executing it successfully and adapting to obstacles or shifts in business priority.

Details

• Location: United States, remote.
• Focused on supporting Guidewire InsuranceSuite customers in the US.
• Full-time position.
• US base salary range: $136,000 - $221,000, depending on experience, skills, education, training, and location among other factors.