About the Role:The Lead Customer Success Manager at Quandri is a strategic role responsible for owning and advancing our largest, most complex enterprise accounts, especially as we focus on the US market. This role requires a seasoned professional who can effectively engage with C-Suite and executive stakeholders, drive deep product adoption, and lead cross-functional relationships that deliver measurable business outcomes.You will serve as the primary advocate and trusted advisor for your assigned enterprise customers, accountable for driving retention, revenue growth and overall customer value realization. Partnering closely with Sales, Product, Marketing and Implementation teams, you will ensure Quandri becomes an integral part of our customers' success in automating insurance brokerage processes.This role demands high ownership, strong executive presence, and the ability to navigate complexity with a solutions-oriented mindset to move relationships and outcomes forward.What You'll Do:Become an expert in our products and be able to clearly communicate the value and impact of QuandriUnderstand the fundamentals of the insurance broker landscape and the day to day personal lines renewals broker processesProvide adoption and change management sessions with our customers and their teams on how to properly use our productOwn end-to-end relationships with assigned large enterprise customers as the face and voice of QuandriBuild and maintain multithreaded connections at executive operational, and technical levelsLead 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 partnershipsDevelop and execute tailored, data-driven success plans aligned to each customer's business objectives and insurance workflowsDevelop 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 issuesCollaborate closely with Sales to uncover and support revenue expansion and upsell opportunitiesPlan, 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 brokeragesAct as the product expert and advisor, translating Quandri's platform capabilities into tangible business outcomesAdvocate internally by providing prioritized customer feedback and strategic insights to Product and Engineering teamsPartner with Implementation, Support, Product, Marketing and Sales teams to ensure a seamless customer experience and timely issue resolutionShare knowledge and continuously improve customer success methodologies and enterprise playbooksRegular travel to customer sites across Canada and the US to lead onsite workshops, strategic meetings and business reviewsAbility to manage travel logistics, balance remote and in-person engagementsThe Right Person For This Role Will Have:5+ years experience in Customer Success or Account Management within a SaaS environment, with a minimum of 3 years managing strategic enterprise accountsKnowledge of insurance brokerage workflows, personal lines insurance, or related financial services industries is highly desirableStrong data-literacy with the ability to analyze product metrics and translate customer-use into demonstrable ROIHigh level of ownership and accountabilityProficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalentsProficiency in using a CRM platform (HubSpot preferred)Aptitude for technology and the ability to learn to use different software programs quicklyThe ability to effectively listen and communicate with customers in a professional mannerDemonstrated 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 interactionsPlease note that the ability to travel at least 25% across North America is required for this role.
Lead Customer Success Manager in chicago at Unknown Company
This position is listed as full time and able to be worked remotely.