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About the Role
The Customer Success Manager acts as a trusted advisor and partner, ensuring customers maximize the value of their Guidewire investment. The role focuses on driving product adoption, fostering strategic relationships, and ensuring customer satisfaction to support subscription renewals and expansion.
Responsibilities
- Ensure customers achieve maximum value from their Guidewire investment
- Engage with customers to understand their product experience and strategic business needs
- Serve as the voice of the customer to influence Guidewire products and services
- Provide adoption recommendations for new products and features
- Drive customer issues to successful resolution using standard methodologies
- Develop a cross-functional understanding of customer business challenges
- Maintain visibility of program and customer health
- Build and improve strategic relationships with insurance carrier decision-makers
- Manage account governance, health, and NPS/CSAT metrics
- Execute account planning to support ARR growth
- Identify and qualify cross-sell and upsell opportunities
Requirements
- 10 years of relevant work experience in Customer Success, implementation delivery, or sales
- Demonstrated executive leadership and communication skills
- Ability to define a vision and build persuasive business cases
- Ability to manage multiple initiatives or accounts simultaneously under pressure
- Ability to travel to client locations, industry events, and company initiatives
- Ability to apply AI and data-driven insights to drive innovation and productivity
Skills
- Executive communication
- Strategic account planning
- Change management
- Coaching
- Cross-functional team management
- P&C insurance industry knowledge
- Cloud-native solution experience
- Guidewire InsuranceSuite and PolicyCenter expertise
- AI application
- Data-driven decision making
Location
- London, UK
- Remote, UK
Work Type
- Full-time
Experience Level
- 10 years
About the Company
- Guidewire provides a platform for P&C insurers to engage, innovate, and grow.
- The company combines digital, core, analytics, and AI to deliver services via the cloud.
- Serves over 540 insurers across 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.