[Hiring] Customer Success Manager @Guidewire Software

Role Description

Our Customer Success team is focused on creating engaged customer advocates who are maximizing the value of their Guidewire investments. The Customer Success Manager (CSM) will oversee the strategy and execution of their customer portfolio and focus on driving engagement, satisfaction, retention and growth. We expect our customers will see their CSM as a trusted advisor and true partner – encouraging customers to adopt solutions that help them achieve their business goals, advocating for their needs back to other Guidewire teams, and helping to find new ways to derive value from their Guidewire investment. The end goal is a set of delighted customers that renew their subscriptions and are eager to expand the footprint of the Guidewire solutions within their organization.

The job location can be located anywhere in Canada and is focused on supporting Guidewire customers.

Qualifications

• 5+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position)
• French language communication fluency (speaking and writing) at the competency level necessary to conduct business meetings
• 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 & 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.

Requirements

• 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

Benefits

• The Canadian CAD base salary range for this full-time position is $110,000 - $137,000.
• Your base pay will depend on your experience, skills, education, training, and location among other factors.
• All full-time positions or part-time roles working 30 hours or more a week at Guidewire are eligible for benefits that support their health and well-being including health, dental, and vision insurance, paid time off, and a company sponsored retirement plan.
• Some roles may be eligible for the annual company bonus plan, commissions, and/or long term incentive awards which are contingent on a variety of factors including, but not limited to, company and employee performance.

Company Description

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.