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Quandri · 1 month ago

Manager, Customer Success

Vancouver, British Columbia, Canada

Full-time

Hybrid

Mid, Senior Level

CAD$120K/yr - CAD$150K/yr

5+ years exp

Quandri is a company focused on transforming the insurance industry through its Renewal Intelligence Platform. The Manager of Customer Success is responsible for leading the Customer Success Management team to ensure exceptional customer outcomes and drive revenue growth.

Artificial Intelligence (AI)Industrial AutomationInsuranceInsurTechMachine Learning

Responsibilities

Lead and manage the CSM team responsible for ensuring we are driving tangible business outcomes for Quandri's customers

Provide direct coaching and mentorship to your team in support of their growth and development

Effectively manage CSM capacity and recruit top CSM talent as we grow our teamImplement a consistent team operating rhythm, communication cadence, and meeting structure

Manage internal documentation of key processes and resources

Manage the forecasting, management and improvement of our renewal process, ensuring we successfully renewal

Customer contractsIdentify at-risk customers prior to renewal and develop resolution strategies in partnership with your team and other cross-functional stakeholders where additional support is needed

Identify upsell or cross-sell opportunities through ongoing customer touchpoints

Coordinate and work closely with the sales team to close opportunities

Become an expert in our products and clearly communicate the value and impact of Quandri

Understand the fundamentals of the insurance broker landscape and day-to-day personal lines renewals processes

Ensure we are building multithreaded relationships with assigned customers at the primary contact, champion, and decision-maker level

Serve as the first point of escalation for your team

Build and implement processes and playbooks that support delivering customer outcomes

Define and implement value metrics with customers that support the realization of our partnership impact

Be an exceptional partner, working closely with all functions within Quandri to bring our customers to the core of our business

Act as an advisor to the VP of Customer Success and broader team, bringing insights, learnings and recommendations to ensure we're delivering at a standard of excellence

Qualification

Customer Success ManagementPeople ManagementRevenue ForecastingClient-facing ExperienceProcess ImplementationCoachingMentorshipCommunication SkillsCollaborationProblem Solving

Required

3+ years of people management experience

5+ years of client-facing experience in Customer Success

Experience both overseeing SMB & enterprise customer experience motions

Experience forecasting revenue targets and managing to retention and expansion metrics

High level of comfort speaking with executives externally (customers) and internally both in person and virtual

Ability to implement consistent process to capture and quantify customer outcomes that show positive ROI

Proven track record of leading teams to exceed their goals

Have built Customer Success playbooks, processes, and scaled motions from the ground up

Desire to work in a fast-paced, collaborative environment with peers who challenge you to grow

Bias toward action

Travel required

Preferred

Experience in a high-growth startup environment, Series A to C

Experience in insurance technology or workflow automation technology

Vancouver-based or willing to relocate with enthusiasm for hybrid work environment and in-person collaboration (3 days/week in our Olympic Village office)