Lead Customer Success Manager

Quandri is transforming the insurance experience by providing AI solutions to insurance agencies and brokerages across North America. The Lead Customer Success Manager will own and advance complex enterprise accounts, serving as a trusted advisor while driving adoption, retention, expansion, and measurable customer outcomes. The role partners cross-functionally with Sales, Product, Marketing, Implementation, and Support teams and leads executive engagements, success planning, and onsite customer workshops.

Responsibilities:

• Become an expert in our products and be able to clearly communicate the value and impact of Quandri
• Understand the fundamentals of the insurance broker landscape and the day to day personal lines renewals broker processes
• Provide adoption and change management sessions with our customers and their teams on how to properly use our product
• Own end-to-end relationships with assigned large enterprise customers as the face and voice of Quandri
• Build and maintain multithreaded connections at executive operational, and technical levels
• Lead strategic conversations, business reviews and executive alignment sessions that drive customer goals, retention and expansion
• Proactively manage stakeholder changes by identifying and cultivating new contacts while reinforcing existing partnerships
• Develop and execute tailored, data-driven success plans aligned to each customer’s business objectives and insurance workflows
• Develop Success Plans for each of your accounts, ensuring business metrics are clear, success criteria are defined and an action plan is established
• Forecast renewals and identify account risks early and coordinate internal resources to mitigate churn and service issues
• Collaborate closely with Sales to uncover and support revenue expansion and upsell opportunities
• Plan, coordinate, and lead end-to-end onsite workshops and working sessions at customer offices, facilitating strategic alignment and collaborative problem solving with both customer stakeholders and internal Quandri teams
• Drive product adoption through customized guidance and change management tailored for complex insurance brokerages
• Act as the product expert and advisor, translating Quandri’s platform capabilities into tangible business outcomes
• Advocate internally by providing prioritized customer feedback and strategic insights to Product and Engineering teams
• Partner with Implementation, Support, Product, Marketing and Sales teams to ensure a seamless customer experience and timely issue resolution
• Share knowledge and continuously improve customer success methodologies and enterprise playbooks
• Regular travel to customer sites across Canada and the US to lead onsite workshops, strategic meetings and business reviews
• Ability to manage travel logistics, balance remote and in-person engagements

Requirements:

• • 5+ years experience in Customer Success or Account Management within a SaaS environment, with a minimum of 3 years managing strategic enterprise accounts
• • Knowledge of insurance brokerage workflows, personal lines insurance, or related financial services industries is highly desirable
• • Strong data-literacy with the ability to analyze product metrics and translate customer-use into demonstrable ROI
• • High level of ownership and accountability
• • Proficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalents
• • Proficiency in using a CRM platform (HubSpot preferred)
• • Aptitude for technology and the ability to learn to use different software programs quickly
• • The ability to effectively listen and communicate with customers in a professional manner
• • Demonstrated expertise orchestrating multi-region or business unit transformation programs. Highly organized, managing multiple projects at a time
• • Expert at mobilizing VP/Director-level sponsorship. Flawless English communication with commanding executive presence
• • Detail-orientation with ability to identify product-gaps, configuration issues and blockers to adoption
• • Demonstrate commitment and passion for creating positive customer-centric interactions
• • Please note that the ability to travel at least 25% across North America is required for this role