Senior Enterprise Customer Success Manager

What you'll do:

• 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
• Lead Mutual Value Plans, Solution Health Reviews and Strategic Business Reviews to demonstrate ROI and impact
• 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

What you'll have:

• 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 business outcomes
• Excellent project management skills
• High level of ownership and accountability
• Proficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalents
• Proficiency in using a CRM platform (HubSpot preferred) 
• Ability to handle multiple responsibilities and prioritize efficiently
• Aptitude for technology and the ability to learn to use different software programs quickly 
• The ability to manage multiple Customer projects
• The ability to effectively listen and communicate with customers in a professional manner
• Effectively present to customers and run engaging customer meetings
• Well-organized with attention to detail
• Demonstrate commitment and passion for creating positive customer-centric interactions
• Travel required

Our Guiding Principles:

• Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company.
• Move with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.
• Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep.
• Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.
• Act like an owner.  We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term.
• Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated.

Compensation and Benefits

• The on target earning range for this role is $120,000 to $150,000 CAD which is dependent on level of experience, performance and choice of stock option compensation
• Base: $102,000 – $127,500 CAD
• Variable: 15% based on retention
• Eligible for 2–4% commission on expansion ARR
• Opportunities for both commission and variable pay
• Employee stock options based on experience level
• Comprehensive health benefits, including Lifestyle Spending Account
• Four weeks of paid vacation per year
• Work anywhere in the world for 60 calendar days of the year