[Hiring] Senior 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 Senior Customer Success Manager 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 Senior 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.
• Helping to find new ways to derive value from their Guidewire investment.
• 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 is in the US and is focused on supporting Guidewire InsuranceSuite customers.

Qualifications

• 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 & IT stakeholders.
• Executive leadership and communication experience.
• Demonstrated ability to work on multiple initiatives or accounts simultaneously under pressure.
• Demonstrated account planning and management skills.
• 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.

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.
• Recognize incremental sales opportunities across Guidewire solutions.
• Engage with customers to develop deep understanding of customer’s product experience and strategic business needs.
• Serve as the voice of the customer and customer advocate.
• Provide early insight and adoption recommendations for new products and product features.
• Coach and mentor other CMSs in developing the Customer Success Craft.
• Encourage adoption of Guidewire solutions to help customers achieve their business goals.
• Take the lead in driving to a successful conclusion any customer issues or situations.
• Create and manage customer success plans and account plans.
• 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 your customers.
• 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.
• Execute and manage contract negotiations and renewals.
• Leverage Executive leadership and communication experience.

Benefits

• The US base salary range for this full-time position is $136,000 - $221,000.
• Base pay will depend on experience, skills, education, training, and location.
• Eligible for benefits that support 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.

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 run on Guidewire.
• 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.