Customer Success Manager - Remote

Overview

The Customer Success Manager at Duck Creek Technologies plays a crucial role in managing and developing client relationships to ensure satisfaction and success with Duck Creek's SaaS solutions.

In Short

• Act as the primary contact and trusted advisor for multiple medium/large accounts.
• Manage customer relationships and drive product adoption.
• Develop success plans to address customer challenges and opportunities.
• Collaborate with internal teams to enhance customer experience.
• Facilitate customer governance meetings and prepare reports.
• Gather and analyze customer feedback for continuous improvement.
• Educate customers on product functionalities and updates.
• Ensure timely resolution of customer issues.
• Mentor junior Customer Success Managers.
• Maintain a focus on customer reference-ability and satisfaction.

Requirements

• Bachelor’s degree in Computer Science or related field.
• 6+ years of experience with SaaS platforms.
• Experience in customer-facing roles.
• Knowledge of Duck Creek Suite and Platform preferred.
• Familiarity with ChurnZero, Microsoft Azure, and SQL Server preferred.
• Strong communication and organizational skills.
• Ability to manage multiple tasks and projects effectively.
• Experience in a leadership role is a plus.
• Willingness to travel 10-25% as needed.
• Legally authorized to work in the USA.

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.