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Guidewire Software · 3 hours ago

Customer Success Manager

United States

Full-time

Onsite

Mid, Senior Level

$108K/yr - $162K/yr

5+ years exp

Guidewire Software is a leading platform for P&C insurers focused on engaging and innovating for growth. The Customer Success Manager will oversee customer portfolios, driving engagement, retention, and satisfaction while acting as a trusted advisor to help customers maximize their Guidewire investments.

Enterprise SoftwareInsurTechSoftware

Growth Opportunities

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

Qualification

Customer success managementAccount managementP&C insurance knowledgeExecutive leadershipStrategic account planningCross-functional collaborationCoaching experienceChange managementCloud technologiesProblem-solvingCommunication skills

Required

5+ 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

Preferred

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