Manager Customer Success Managment

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.
WHO WE ARE:
Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.
Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.
We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.
If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!
To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter.
Title: Customer Success Manager
The Customer Success Management Manager at Duck Creek Technologies is a SaaS revenue-focused role responsible for managing and developing multiple medium-to-large OnDemand and OnPrem accounts. This position serves as the primary contact and trusted advisor for customers, acting as an interface between the Customer/System Integration (SI) partner(s) and internal Duck Creek teams. The role is designed to maximize value realization, product adoption, and overall customer success throughout the customer lifecycle.
The Customer Success Management Manager collaborates with Customer Success Engineers (CSEs) and other Customer Success Organization teams to drive customer engagement, retention, and expansion across a defined segment. The position requires expertise in the software delivery lifecycle (SDLC), proactive problem-solving, and the ability to develop strategic account plans.
Manage and develop a portfolio of three or more medium-to-large OnDemand or OnPrem accounts.
Establish and foster trusted relationships with customers and SI partners.
Conduct regular meetings with customer leadership to understand business goals and priorities, including preparation of customer success plans that identify sales expansion and renewal opportunities.
Stay informed on Duck Creek product updates, conduct review sessions, and drive adoption through upselling and cross-selling initiatives.
Track renewals and retention metrics (NRR and GRR), mitigate risks, and develop strategic account plans to ensure customer success.
Lead weekly, monthly, and quarterly governance meetings, preparing reports and coordinating internal and external stakeholder sessions.
Gather customer feedback via Net Promoter Score (NPS) surveys, analyze results, and develop closed-loop action plans.
Ensure customer reference ability by enhancing adoption, improving user experience, and fostering customer advocacy.
Educate customers on new functionalities and work cross-functionally to demonstrate business value.
Coordinate post-go-live lessons learned, develop action plans, and implement improvements.
Act as the primary escalation point for customer issues and ensure timely resolution through collaboration with internal teams.
Ensure customer adoption of latest Duck Creek software versions, aligning with strategic goals and product roadmap.
REQUIRED:
Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. Equivalent work experience may be considered.
5+ years of experience in SaaS platforms with functional and technical knowledge.
Proven ability to manage and develop strong customer relationships.
Experience in driving new and expansion sales, increasing software adoption, and leveraging customer success best practices.
Demonstrated operational excellence in problem-solving, communication, and planning.
Ability to work in a dynamic and ambiguous environment, adapting to evolving business priorities.
Strong collaboration skills across internal teams and external stakeholders.
PREFERRED:
Duck Creek Suite and Platform knowledge and experience.
P&C Insurance knowledge and experience.
ChurnZero knowledge and experience.
Knowledge of Microsoft Azure, SQL Server.
Knowledge, Skills, Abilities & Behaviors:
Ability to explain complex technical concepts to non-technical stakeholders.
Strong presentation skills, capable of articulating technical solutions to customers.
Exceptional customer service and organizational skills.
Ability to work both independently and collaboratively within a team.
Strong multi-tasking and project management capabilities.
Excellent verbal and written communication skills.
Ability to analyze customer feedback and implement continuous improvement strategies.
Proactive approach to problem-solving and risk mitigation.
Understanding of customer retention and expansion strategies.
Ability to coordinate with internal engineering, support, and sales teams.
Experience with software delivery lifecycle (SDLC) and customer onboarding.
Strong attention to detail and process development.
Adaptability to fast-paced, evolving business environments.
High level of accountability and ownership over customer outcomes.
Passion for continuous learning and development in customer success methodologies.
Other Requirements:
Travel: 10-25%
Work Authorization: Legally authorized to work in the country of the job location.
WHAT WE STAND FOR:
Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems. As such, Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.
We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.
To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: https://www.duckcreek.com/life-at-duck-creek/.
Please let us know if you encounter accessibility barriers with our web content by sending an email to accessibility@duckcreek.com.
Privacy Notice: By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data for recruitment purposes in accordance with our Privacy Notice and applicable data protection laws.
Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.
Actual compensation for this role is determined based on a variety of factors, including job-related skills, experience, qualifica