Customer Success Manager

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The Customer Success team focuses on creating engaged customer advocates who maximize the value of their Guidewire investments. The Customer Success Manager (CSM) oversees the strategy and execution of their customer portfolio, driving engagement, satisfaction, retention, and growth. The CSM is a trusted advisor and partner who helps customers adopt solutions to achieve business goals, advocates for customer needs to Guidewire teams, and identifies new ways to derive value from their Guidewire investment. The end goal is delighted customers who renew subscriptions and expand the Guidewire footprint within their organization. The job location is in the United States and focuses on supporting Guidewire InsuranceSuite customers.

Customer Management

• Develop strategic account plans that expand the relationship and promote growth
• Drive cross-functional collaboration to accelerate adoption and value of current and future solutions
• Identify and pursue expansion opportunities aligned to customer goals
• Create trusted partnerships that result in engaged, customer advocates
• Lead executive level engagements focused on value creation
• Define and execute a renewal strategy that promotes growth and mitigates risk
• Promote operational excellence in portfolio, account and team management
• Develop depth and breadth of relationship within portfolio of customers, from C-level to IT and business users
• Understand customer priorities and identify common themes to report out and action

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 create customer advocates
• Engage with customers to develop deep understanding of product experience and strategic business needs
• Know the customer inside and out and foster positive relationships with key stakeholders at senior and C-Suite levels
• Serve as the voice of the customer to facilitate feedback and influence on Guidewire products and services
• Provide early insight and adoption recommendations for new products and features
• Encourage adoption of Guidewire solutions to maximize value of investments
• Lead in driving to a successful conclusion any customer issues or situations, involving other departments as needed
• 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, cross-functional understanding of customers' challenges and opportunities
• Introduce new features and best practices according to business needs
• Ensure visibility of program and customer health internally and with customer teams
• Manage commercial aspects of account relationships post initial sale, including renewal strategy to promote growth and mitigate risks
• Execute and manage contract negotiations and renewals
• Provide executive leadership and communication to define a vision, build a persuasive business case, establish credibility, resolve conflicts, and solicit honest feedback

• 5+ years of relevant experience (e.g., customer success, account management, sales, technology consulting or related)
• Knowledge of the P&C insurance space, industry trends and challenges, and the economics of an insurance company
• Passion for solving problems, creative thinking, and delivering results
• Ability to build and manage C-suite relationships
• Ability to quickly build trust and establish deep relationships
• Ability to connect and communicate with both business and IT stakeholders
• Executive leadership and communication experience with the ability to define a vision and build a business case
• Ability to work on multiple initiatives or accounts simultaneously under pressure
• Account planning and management skills, including estimations, budgets, forecasting, and coordinating multiple work streams
• Ability to travel as needed to client locations, industry events and company initiatives
• Ability to embrace AI and apply data-driven insights to drive innovation and productivity
  • Desired Skills
  • Knowledge of or experience with Guidewire InsuranceSuite is preferred
  • Experience with cloud-native solutions and/or cloud technologies for mission-critical applications
  • Coaching and change management experience with successful execution and adaptability
  Success Metrics
  

How success is measured for regional portfolio and assigned customers includes financial targets and customer relationship indicators, such as ARR growth, retention rates, product penetration, NPS/CSAT, health and sentiment, and referencability/advocacy. Success planning is also assessed.

The US base salary range for this full-time position is $108,000 - $162,000. Base pay depends on experience, skills, education, training, and location. All full-time roles at Guidewire are eligible for benefits including health, dental, and vision insurance, paid time off, and a company-sponsored retirement plan. Some roles may be eligible for bonuses, commissions, and/or long-term incentive awards contingent on performance.

Disability accommodations and Guidewire's appeals process are available for candidates. If needed, contact Accommodations@guidewire.com to request accommodations or appeal decisions. Guidewire is an equal opportunity and affirmative action employer. All offers are contingent upon background checks where applicable.

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We deliver our platform as a cloud service, combining digital, core, analytics, and AI. We support insurers across 40 countries and 540+ insurers. We are proud of our implementation track record and our large R&D and partner ecosystem. For more information, visit www.guidewire.com.

Guidewire Software, Inc. is an equal opportunity employer. We invite you to follow us and learn more about our culture and opportunities.

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