Senior Manager, Customer Success Architect

Role Overview

• Provide mid-level leadership and mentorship for the Customer Success Engineering team.
• Act as a primary liaison to customer and internal leadership, managing technical escalations, conducting status updates, and ensuring alignment during new implementations, platform upgrades, migrations or key customer events.
• Partner with cross-functional teams to ensure adherence to technical standards and successful delivery of solutions.
• Foster a culture of accountability, collaboration, and customer centricity to meet business goals.
• Drive operational efficiency, automation, and continuous improvement of processes, tools, and standards.
• Maintain deep expertise in Duck Creek products, SaaS infrastructure, and technical architecture to achieve customer centric solutions.
• Oversee environment preparation, technical reviews, and upgrade strategies for Duck Creek’s OnDemand platform.
• Manage upgrade deployments, go-lives, and technical cutover strategies while coordinating with cross-functional teams to minimize risks.
• Ensure high availability, support disaster recovery plans, and compliance with operational standards across customer environments.
• Build and maintain a knowledge base of issues and best practices to drive efficiency and reduce time-to-resolution for future upgrades.
• Provide ongoing technical guidance to implementation teams, ensuring adherence to Duck Creek’s processes and best practices.
• Partner with Customer Success Managers and Segment Leads to optimize team workload, capacity planning, and project timelines.
• Present technical issues and strategies to customer executives, partner leadership, governance boards and CSE leadership to align solutions and improvement opportunities.
• Support team members' professional development and provide constructive feedback to strengthen team capabilities.
• Assist in project-oriented duties to mature the evolving practice of supporting customers’ technical implementations in the Customer Success Engineering group.

Requirements

• Bachelor’s degree in a technical discipline or equivalent work experience in network administration, programming, or information systems.
• 6+ years of experience as a technical or solution architect implementing SaaS software.
• 3+ years of experience engaging with senior customer leadership and internal stakeholders.
• Hands-on experience with DevOps practices, cloud environments (Azure/AWS), and container management (Kubernetes).
• Strong understanding of enterprise SaaS infrastructure and multi-platform architectures.
• Advanced degree in a technical or business discipline (preferred).
• 3+ years of experience working with Duck Creek products (preferred).
• Proficiency in .NET or Java, Azure or AWS frameworks, SQL Server, and Windows Server (preferred).
• Certification in Azure/AWS architecture or equivalent (preferred).
• Experience with microservices, containers, and infrastructure as code methodologies (preferred).
• Experience in Cloud Native Evolutions and migrations (preferred).

Tech Stack

• AWS
• Azure
• Cloud
• Java
• Kubernetes
• Microservices
• SQL
• .NET

Benefits

• Flexible work environment
• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan with match (6% employer match up to $12,000 annually)
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Paid holidays, vacation, and volunteer time
• Employee Assistance Program (EAP)