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About the Role

The Senior Customer Success Manager acts as the CEO of their book of business, focusing on SaaS revenue. This role is responsible for managing and developing multiple medium to large Duck Creek OnDemand and OnPrem accounts, serving as the primary contact and trusted advisor for customers and interfacing between customers, System Integration partners, and internal Duck Creek teams.

Responsibilities

Manage and develop 4+ medium/large OnDemand or OnPrem accounts.
Develop and foster trusted relationships with customers and SI partners.
Meet with customer leadership to understand business goals and strategic priorities.
Prepare customer success plans with an eye toward future sales opportunities and product expansion.
Stay updated on Duck Creek product features and updates.
Conduct review sessions and identify upselling and cross-selling opportunities.
Actively manage Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
Track renewals through their lifecycle, highlighting risks, and building strategic account plans.
Facilitate weekly, monthly, and quarterly customer governance meetings.
Prepare reports and governance decks for customer sessions.
Mentor junior Customer Success Managers.
Gather customer feedback through NPS surveys and develop action plans.
Improve end-user experience by furthering customer adoption.
Educate customers on new and existing functionalities and their business benefits.
Conduct lessons learned sessions for issue resolution and develop action plans.
Act as the primary contact point for customer issues and questions.
Maintain regular contact with customers to ensure on-time go-lives.
Collect and analyze customer feedback to identify areas for improvement.
Ensure customers are actively planning to adopt the latest version of Duck Creek software.
Proactively manage potential risks and implement mitigation plans.
Ensure customer support cases receive appropriate attention and urgency.
Track defect resolution in line with customer program timelines.
Coordinate customer-specific communication plans, test schedules, releases, and ticket priorities.
Provide transparency into customer health by showing internal throughput on incidents and requests.
Develop tools, processes, and procedures to grow and mature the business.
Develop and maintain customer-specific portions of the runbook for OnDemand clients.
Provide feedback to Engineering teams on product enhancements.
Review monthly metrics reports with customers, including SLA targets and actuals.
Act in accordance with Duck Creek Technologies' mission, vision, and core values.

Requirements

Bachelor’s degree, or equivalent related work experience, in Computer Science, Computer Information Sciences, or a related degree.
Minimum 6+ years of functional and technical knowledge of SaaS platforms.
Proven ability to maintain and foster strong relationships with customers.
Proven experience driving new and expansion sales.
Proven experience driving software adoption.
Proven experience leveraging customer success best practices.
Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning.
Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
Ability to collaborate across the organization and with external stakeholders.
Ability to explain complex technical concepts to non-technical audiences.
Ability to clearly articulate and present technical solutions to prospects/Customers during sales processes.
Exceptional customer service and organizational skills.
Ability to work well independently and in a team environment.
Efficient multi-tasking and project management skills.
Excellent communication skills, both written and oral.
Ability to communicate with sales, executives, and Customers.
Strong operational skills that will drive organizational efficiencies and customer satisfaction.
Legally authorized to work in the country of the job location.

Skills

SaaS platforms
Customer relationship management
Sales
Software adoption
Customer success best practices
Analytical thinking
Process development and improvement
Problem solving
Communication
Delegation
Planning
Flexibility
Agility
Collaboration
Technical explanation
Presentation skills
Customer service
Organizational skills
Multi-tasking
Project management
Written communication
Oral communication
Duck Creek Suite and Platform knowledge
P&C Insurance knowledge
ChurnZero knowledge
Microsoft Azure knowledge
SQL Server knowledge

Location

Remote

Work Type

Flexible-First
Remote
Office
Hybrid

Experience Level

Senior
Minimum 6+ years functional and technical knowledge of SaaS platforms
Minimum 1 year leadership experience (preferred)

Education Level

Bachelor’s degree or equivalent related work experience
Higher level degree

About the Company

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry.
We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations.
Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.
Authenticity, purpose, and transparency are core to Duck Creek.
We believe insurance should be there for individuals and businesses when, where, and how they need it most.
Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand.
With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.
We have a flock of more than 1,800 employees across the globe.
We empower our employees with the choice to work from an office, from home, or on a hybrid schedule.
Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.
We are a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries.
Mission: To empower insurers to reimagine the future of insurance.
Vision: To transform insurance technology, helping insurers be smarter, faster, and more efficient, and ultimately provide the best protection for people and businesses.
Values: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead.

Equal Opportunity

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 – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.
We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live.
We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.