Senior Manager, Customer Success Architect

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. The Senior Manager, Customer Success Architect is responsible for mentoring a team, overseeing technical engagements, and ensuring the successful delivery of solutions that meet customer needs and business objectives.

Responsibilities:

• 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
• 3+ years of experience working with Duck Creek products
• Proficiency in .NET or Java, Azure or AWS frameworks, SQL Server, and Windows Server
• Certification in Azure/AWS architecture or equivalent
• Experience with microservices, containers, and infrastructure as code methodologies
• Experience in Cloud Native Evolutions and migrations