Customer Success Manager/Senior Customer Success Manager

Guidewire Software is a platform that P&C insurers trust to engage, innovate, and grow efficiently. The Customer Success Manager or Senior Customer Success Manager will oversee the strategy and execution of customer portfolios, focusing on driving engagement, satisfaction, retention, and growth for Guidewire InsuranceSuite customers.

Responsibilities:

• Understand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationships
• Recognize incremental sales opportunities across Guidewire solutions and partner with sales to ensure the customer objectives and value proposition are at the forefront
• Develop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocates
• Engage with customers to develop deep understanding of customer’s product experience and strategic business needs
• Know the customer 'inside and out' and foster positive relationships with key customer stakeholders at senior and C-Suite level
• Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire products and services
• Provide early insight and adoption recommendations for new products and product features
• Coach and mentor other CMSs in developing the Customer Success Craft and engagement in both Guidewire and Customer Community
• Encourage adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investments
• Take the lead in driving to a successful conclusion any customer issues or situations, involving other departments and individuals as necessary
• Create and manage customer success plans and account plans to manage external and internal relationships and strategies
• Facilitate executive discussions including business reviews, roadmap reviews, and strategic alignment
• Develop a deep and cross-functional understanding of the key business challenges and opportunities of your customers and portfolio
• Introduce new features and best practices to customers according to their business needs
• Ensure visibility of program and customer health both internally and with customer teams
• Manage commercial aspects of account relationships post initial sale, including defining a renewal strategy that promotes growth and mitigates risks
• Execute and manage contract negotiations and renewals
• Leverage Executive leadership and communication experience, with ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflict and engender honest feedback and appraisal

Requirements:

• 8+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position)
• Knowledge of the P&C insurance space, industry trends and challenges, and the fundamental economics of an insurance company
• Passion for solving problems, thinking creatively, and delivering results
• Ability to build and manage C-suite relationships at customers
• Capable of quickly building trust and establishing deep relationships
• Ability to effectively connect and communicate with both business & IT stakeholders
• Executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views and engender honest feedback and appraisal
• Demonstrated ability to work on multiple initiatives or accounts simultaneously under pressure
• Demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams
• Ability to travel as needed to client locations, industry events and company initiatives
• Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement
• Knowledge of or experience with Guidewire InsuranceSuite is preferred
• Experience working with cloud-native solutions and/or cloud technologies for mission-critical applications
• Demonstrated coaching and change management experience – not just defining a plan but executing that plan successfully and adapting to obstacles or shifts in business priority