[Hiring] Senior Director, Customer Success Management @LE002 Duck Creek Technologies, LLC
Apr 01, 2025 - LE002 Duck Creek Technologies, LLC is hiring a remote Senior Director, Customer Success Management. 💸 Salary: unspecified. 📍Location: USA.
Role Description
The Senior Director, Customer Success Management is responsible for leading a team of Customer Success Managers (CSMs) within a designated customer segment. This role is accountable for customer retention, satisfaction, and expansion by ensuring the successful execution of customer success strategies. The Senior Director serves as an executive sponsor, advocating for customers and ensuring alignment with Duck Creek’s business objectives.
- Lead a team of 3-6 Customer Success Managers, ensuring effective execution of customer success strategies.
- Drive customer satisfaction, retention, and expansion within a strategic customer segment.
- Act as an executive sponsor for key accounts, maintaining relationships with senior customer stakeholders (VP, SVP levels).
- Provide proactive leadership in customer strategy, account governance, and roadmap execution.
- Serve as the second level of escalation for critical customer issues and ensure long-term resolution.
- Partner with Sales, Product, Engineering, SaaS Ops, and SI partners to drive customer success initiatives.
- Oversee customer adoption strategies, delivery plans, and economic models to scale the customer experience.
- Support contract renewals, guiding CSMs and Sales teams to ensure retention and expansion.
- Develop and implement best practices for customer engagement, risk mitigation, and proactive support.
- Establish and track key performance indicators (KPIs) for customer success outcomes.
- Foster a culture of continuous improvement, collaboration, and accountability within the team.
- Manage talent development, hiring, onboarding, and performance management for CSMs.
Qualifications
- Bachelor's degree or equivalent, or equivalent work experience.
- 12+ years of relevant experience in customer success, SaaS operations, consulting, or sales.
- 8+ years of leadership experience, including team management, planning, and organizational leadership.
- Strong expertise in SaaS, software delivery lifecycle (SDLC), and go-to-market execution models.
Requirements
- Experience with Duck Creek Suite and Platform.
- P&C Insurance industry knowledge.
- Experience with ChurnZero, Microsoft Azure, and SQL Server.
- Leadership experience in a global or matrixed organization.
Knowledge, Skills, Abilities & Behaviors
- Ability to develop and execute customer success strategies aligned with business objectives.
- Experience managing C-level and senior customer relationships.
- Focus on delivering measurable value and ensuring customer satisfaction.
- Skilled in renewals, expansions, and contract negotiations.
- Ability to drive change across internal teams and advocate for customers.
- Strong analytical and critical thinking skills.
- Ability to work with Sales, Product, Engineering, and Operations teams.
- Proven experience leading and developing high-performing teams.
- Ability to interpret customer health metrics and drive data-based decision-making.
- Ability to manage complexity in a fast-paced environment.
- Strong ability to manage multiple priorities and initiatives.
- Deep understanding of cloud-based software and implementation best practices.
- Ability to convey complex ideas to diverse audiences.
- Expertise in onboarding, adoption, retention, and expansion strategies.
- Passion for refining customer success processes and methodologies.
Other Requirements
- Travel: 0-50%
- Work Authorization: Legally authorized to work in the country of the job location.
What We Stand For
Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems.
- Duck Creek is committed to providing equal opportunity to all employees and applicants.
- We strive to be an example to the world of inclusion, diversity, and equity in all things.
- We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 01, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
