Customer Success Manager

Summary

Our Customer Success team partners with P&C insurers to maximize the value of Guidewire’s cloud, analytics, and AI-powered platforms, helping them transform how they operate and serve their policyholders. We work cross-functionally with Product, Professional Services, and Go-to-Market teams to ensure every customer is successful and referenceable, while contributing directly to adoption and growth goals across our product portfolio. Collaboration here is global, inclusive, and outcome-driven, with a strong focus on experimentation, learning, and continuous improvement. As a Customer Success Manager, you will own a portfolio of strategic customers and lead them through their transformation journey on Guidewire solutions–driving adoption, value realization, renewals, and growth. You’ll bring executive presence, strong commercial acumen, and deep curiosity about our customers’ businesses to build trusted relationships from C‑suite to end users. This role is pivotal in advancing Guidewire’s Product Strategy priorities by turning AI- and cloud-powered innovation into measurable business outcomes for our customers, while feeding insights back into our roadmap to shape the next generation of products and experiences.

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 creates customer advocates
• Proactively engage with customers regularly to develop deep understanding of customer’s product experience and strategic business needs
• Know the customer “inside and out” and foster positive relationships with key customer stakeholders at senior and C-Suite level
• Triage issues as they arise and ensure swift resolutionPerform training on new or existing products to customers
• Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire ProNavigator products and services
• Provide early insight and adoption recommendations for new products and product features
• Coach and mentor other CMSs in developing the Customer Success Craft and engagement in both Guidewire and Customer Community.
• Take the lead in driving to a successful conclusion any customer issues or situations, involving other departments and individuals as necessary
• Create and manage customer success plans and account plans to manage external and internal relationships and strategies, monitor usage of the tools and proactively intervene when necessary
• Facilitate executive discussions including business reviews, roadmap reviews, and strategic alignment
• Develop a deep and cross-functional understanding of the key business challenges and opportunities of your customers and portfolio
• Introduce new features and best practices to customers according to their business needs
• Ensure visibility of program and customer health both internally and with customer teams
• Manage commercial aspects of account relationships post initial sale, including defining a renewal strategy that promotes growth and mitigates risks
• Execute and manage contract negotiations and renewals
• Leverage Executive leadership and communication experience, with ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflict and engender honest feedback and appraisal
• At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI–empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.
• Travel as needed to customer and internal engagements

The Canadian CAD base salary range for this full-time position is $80,000 - $100,000. Your base pay will depend on your experience, skills, education, training, and location among other factors. All full-time positions or part-time roles working 30 hours or more a week at Guidewire are eligible for benefits that support their health and well-being including health, dental, and vision insurance, paid time off, and a company sponsored retirement plan. In addition, some roles may be eligible for the annual company bonus plan, commissions, and/or long term incentive awards which are contingent on a variety of factors including, but not limited to, company and employee performance.

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire. As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation. For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.

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