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About the Role

As a Customer Success Manager, you will manage a portfolio of strategic customers, guiding them through their transformation journey on Guidewire solutions. You will drive adoption, value realization, renewals, and growth while acting as a trusted advisor from the C-suite to end users. This role is essential for turning AI- and cloud-powered innovation into measurable business outcomes and shaping future product strategy through customer insights.

Responsibilities

Develop strategic account plans to expand relationships and promote growth.
Drive cross-functional collaboration to accelerate the adoption and value of solutions.
Identify and pursue expansion opportunities aligned with customer goals.
Lead executive-level engagements focused on value creation.
Define and execute renewal strategies to promote growth and mitigate risk.
Promote operational excellence in portfolio, account, and team management.
Understand customer priorities and facilitate engagements to meet their needs.
Recognize incremental sales opportunities and partner with sales teams.
Proactively engage with customers to understand their product experience and business needs.
Triage and resolve customer issues.
Perform training on new or existing products.
Serve as the voice of the customer to influence product development.
Provide early insight and adoption recommendations for new features.
Coach and mentor other Customer Success Managers.
Create and manage customer success plans to monitor tool usage and intervene when necessary.
Facilitate executive discussions including business and roadmap reviews.
Ensure visibility of program and customer health internally and externally.
Execute and manage contract negotiations and renewals.
Travel as needed for customer and internal engagements.

Requirements

Executive leadership and communication experience.
Ability to define a vision and build a persuasive business case.
Ability to establish personal credibility and resolve conflict.
Pass a criminal history and background check.

Skills

Commercial acumen
Executive presence
Strategic account planning
Relationship management
Conflict resolution
Data-driven insights
Mentorship

Work Type

Full-time

Salary/Compensations

$80,000 - $100,000 CAD

Benefits

Health insurance
Dental insurance
Vision insurance
Paid time off
Company sponsored retirement plan
Annual company bonus plan
Commissions
Long term incentive awards

About the Company

Guidewire is a platform for P&C insurers to engage, innovate, and grow.
Provides cloud services combining digital, core, analytics, and AI.
Serves over 540 insurers in 40 countries.
Features an extensive partner ecosystem and R&D team.

Equal Opportunity

Guidewire Software, Inc. is an equal opportunity and affirmative action employer.
Committed to an inclusive workplace and diversity of perspectives, abilities, and cultures.
Qualified applicants receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability.