Duck Creek Technologies · 3 hours ago
Manager, Customer Success Management - Remote
United States
Full-time
Remote
Mid, Senior Level
$79K/yr - $128K/yr
6+ years expDuck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty and general insurance industry. The Customer Success Manager is responsible for managing and developing multiple medium/large accounts, acting as the primary contact and trusted advisor for customers while driving success and product adoption throughout the customer lifecycle.
FinanceInsuranceInsurTechProperty InsuranceProperty ManagementSoftware
Hiring Manager
Hari Thammineedi
Responsibilities
Manage 4+ medium/large OnDemand or OnPrem accounts
Develop and foster a trusted relationship with the Customer and SI partners
Meet with Customer leadership teams to understand their business goals and strategic priorities, including the preparation of customer success plans with an eye toward future sales opportunities and product expansion at time of renewal
Stay up to date with the latest features and updates of Duck Creek’s suite of products and services, conduct review sessions, and identify opportunities for upselling and cross-selling, including active management of NRR and GRR
Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success
Facilitate weekly, monthly, and quarterly customer governance meetings, including preparation of reports, governance decks and working with all parties to schedule customer sessions
Mentors junior Customer Success Managers
Gather customer feedback by playing an active role in the NPS customer survey activities by encouraging customer feedback, assessing results, and developing measurable closed loop action plans
Understand what is required to make/keep the Customer a great reference and improve the end user experience by furthering customer adoption
Educate customers on new and existing functionalities (including engaging relevant DC teams to assist) and demonstrate how they can benefit the customer’s business to deliver value
Where issues arise, including pre and post go-live events, conduct lessons learned with various stakeholders to build action plans, coordinate improvements, and turn the account back to green
Act as primary contact point for Customer issues/questions and maintain regular contact with customers to ensure on time go-lives
Work with wider teams involved with the customer (e.g. services teams and partners) to collect and analyze customer feedback with the aim of identifying areas for improvement
Ensure customers are actively planning to adopt the latest version of Duck Creek software
Proactively manage any potential risks and work with applicable resources to implement mitigation plans, including leveraging conformance reviews / delivery assurance process
Ensure all customer support cases logged (via SNOW) receive appropriate attention and urgency, including tracking of defect resolution in line with customer program timelines
Coordinate Customer-specific communication plans, test schedules, releases, and ticket priorities, etc., between Customers and internal and external stakeholders
Ensure transparency into Customer Health by providing a view of internal throughput on customer incidents and requests
Develop the tools / processes / procedures to grow and mature the business to allow for cost-effective future growth and scale
For OnDemand clients, develop and maintain Customer-specific portions of the runbook (e.g., communication plan/contacts)
Provide feedback to Engineering teams on how to better enhance our products for Duck Creek customers
Review monthly metrics reports with Customers including SLA targets and actuals, volumetric performance data, major issues and outages
Qualification
Required
Bachelor's degree, and/or higher level, or foreign equivalent, in Computer Science, Computer Information Sciences or related degree; related work experience can be substituted for educational requirement
Minimum 6+ years functional and technical knowledge of SaaS platforms
Experience in a customer-facing, service-oriented role
Ability to explain complex technical concepts to non-technical audiences
Ability to clearly articulate and present technical solutions to prospects/Customers during sales processes
Exceptional customer service and organizational skills are a must
Must be able to work well independently and in a team environment
Efficient multi-tasking and project management skills
Excellent communication skills, both written and oral, ability to communicate with sales, executives, and Customers
Travel: 10-25%
Work Authorization: Legally authorized to work in the country of the job location
Preferred
Duck Creek Suite and Platform knowledge and experience
ChurnZero knowledge and experience
Knowledge of Microsoft Azure, SQL Server
Leadership Experience: 1-3 years
Benefits
Flexible work environment
Medical, dental, vision, life and disability insurance
401(k) Retirement Plan
Flexible Spending & Health Savings Account
Paid holidays, vacation, and volunteer time
Employee Assistance Program And Other Benefits.
Company
Duck Creek Technologies
Duck Creek Technologies is a software company that provides property and casualty insurance solutions for individuals and businesses.
1001-5000 employees
H1B Sponsorship
Duck Creek Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (28)
2024 (29)
2023 (26)
2022 (41)
2021 (47)
2020 (72)
Funding
Current Stage
Public CompanyTotal Funding
$357MKey Investors
Pequot Capital
2023-01-09Acquired
2020-08-13IPO
2020-06-10Private Equity· $230M
Leadership Team
Rajesh Raheja
Chief Technology Officer
Teresa M. Kim
Chief Financial Officer
Recent News
FF News | Fintech Finance
2025-11-13
Company data provided by crunchbase