[Hiring] Enterprise Customer Success Manager @Quandri

Role Description

The Enterprise Customer Success Manager at Quandri is a strategic role responsible for owning and advancing our largest, most complex enterprise accounts, especially as we focus on the US market. This role requires a seasoned professional who can effectively engage with C-Suite and executive stakeholders, drive deep product adoption, and lead cross-functional relationships that deliver measurable business outcomes.

You will serve as the primary advocate and trusted advisor for your assigned enterprise customers, accountable for driving retention, revenue growth and overall customer value realization. Partnering closely with Sales, Product, Marketing and Implementation teams, you will ensure Quandri becomes an integral part of our customers’ success in automating insurance brokerage processes.

This role demands high ownership, strong executive presence, and the ability to navigate complexity with a solutions-oriented mindset to move relationships and outcomes forward.

What you’ll do:

• Become an expert in our products and be able to clearly communicate the value and impact of Quandri.
• Understand the fundamentals of the insurance broker landscape and the day-to-day personal lines renewals broker processes.
• Provide adoption and change management sessions with our customers and their teams on how to properly use our product.
• Own end-to-end relationships with assigned large enterprise customers as the face and voice of Quandri.
• Build and maintain multithreaded connections at executive operational and technical levels.
• Lead strategic conversations, business reviews and executive alignment sessions that drive customer goals, retention and expansion.
• Proactively manage stakeholder changes by identifying and cultivating new contacts while reinforcing existing partnerships.
• Develop and execute tailored, data-driven success plans aligned to each customer’s business objectives and insurance workflows.
• Develop Success Plans for each of your accounts, ensuring business metrics are clear, success criteria are defined and an action plan is established.
• Forecast renewals and identify account risks early and coordinate internal resources to mitigate churn and service issues.
• Collaborate closely with Sales to uncover and support revenue expansion and upsell opportunities.
• Plan, coordinate, and lead end-to-end onsite workshops and working sessions at customer offices, facilitating strategic alignment and collaborative problem solving with both customer stakeholders and internal Quandri teams.
• Drive product adoption through customized guidance and change management tailored for complex insurance brokerages.
• Act as the product expert and advisor, translating Quandri’s platform capabilities into tangible business outcomes.
• Advocate internally by providing prioritized customer feedback and strategic insights to Product and Engineering teams.
• Partner with Implementation, Support, Product, Marketing and Sales teams to ensure a seamless customer experience and timely issue resolution.
• Share knowledge and continuously improve customer success methodologies and enterprise playbooks.
• Regular travel to customer sites across Canada and the US to lead onsite workshops, strategic meetings and business reviews.
• Ability to manage travel logistics, balance remote and in-person engagements.

Qualifications

• 5+ years experience in Customer Success or Account Management within a SaaS environment, with a minimum of 3 years managing strategic enterprise accounts.
• Knowledge of insurance brokerage workflows, personal lines insurance, or related financial services industries is highly desirable.
• Strong data-literacy with the ability to analyze product metrics and translate customer-use into demonstrable ROI.
• High level of ownership and accountability.
• Proficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalents.
• Proficiency in using a CRM platform (HubSpot preferred).
• Aptitude for technology and the ability to learn to use different software programs quickly.
• The ability to effectively listen and communicate with customers in a professional manner.
• Demonstrated expertise orchestrating multi-region or business unit transformation programs. Highly organized, managing multiple projects at a time.
• Expert at mobilizing VP/Director-level sponsorship. Flawless English communication with commanding executive presence.
• Detail-orientation with ability to identify product-gaps, configuration issues and blockers to adoption.
• Demonstrate commitment and passion for creating positive customer-centric interactions.

Requirements

• Ability to travel at least 25% across North America is required for this role.

Benefits

• The OTE range for this role is $145,000 - $175,000 CAD, which is dependent on level of experience.
• Employee stock options, granted based off experience level upon hire and subject to a standard vesting schedule.
• Comprehensive health benefits, including $500 Lifestyle Spending Account.
• Four weeks of paid vacation per year.
• Work anywhere in the world for 60 calendar days of the year.
• Parental leave top-ups: 6 months for birthing parents, 8 weeks for non-birthing parents (up to $100,000 annual salary).