Hybrid Manager, Customer Success

at Quandri

• Job title: Manager, Customer Success
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$120,000 - CA$150,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Vancouver, Canada

About the role

• Manager of Customer Success leading team to drive outcomes for Quandri's customers. Overseeing relationships with insurance brokerages across North America.

Responsibilities

• Lead and manage the CSM team responsible for ensuring we are driving tangible business outcomes for Quandri's customers
• Provide direct coaching and mentorship to your team in support of their growth and development
• Effectively manage CSM capacity and recruit top CSM talent as we grow our teamImplement a consistent team operating rhythm, communication cadence, and meeting structure
• Manage internal documentation of key processes and resources
• Manage the forecasting, management and improvement of our renewal process, ensuring we successfully renewal
• Customer contracts
• Identify at-risk customers prior to renewal and develop resolution strategies in partnership with your team and other cross-functional stakeholders where additional support is needed
• Identify upsell or cross-sell opportunities through ongoing customer touchpoints
• Coordinate and work closely with the sales team to close opportunities
• Become an expert in our products and clearly communicate the value and impact of Quandri
• Understand the fundamentals of the insurance broker landscape and day-to-day personal lines renewals processes
• Ensure we are building multithreaded relationships with assigned customers at the primary contact, champion, and decision-maker level
• Serve as the first point of escalation for your team
• Build and implement processes and playbooks that support delivering customer outcomes
• Define and implement value metrics with customers that support the realization of our partnership impact
• Be an exceptional partner, working closely with all functions within Quandri to bring our customers to the core of our business
• Act as an advisor to the VP of Customer Success and broader team, bringing insights, learnings and recommendations to ensure we're delivering at a standard of excellence

Requirements

• 3+ years of people management experience
• 5+ years of client-facing experience in Customer Success
• Experience both overseeing SMB & enterprise customer experience motions
• Experience forecasting revenue targets and managing to retention and expansion metrics
• High level of comfort speaking with executives externally (customers) and internally both in person and virtual
• Ability to implement consistent process to capture and quantify customer outcomes that show positive ROI
• Proven track record of leading teams to exceed their goals
• Have built Customer Success playbooks, processes, and scaled motions from the ground up
• Desire to work in a fast-paced, collaborative environment with peers who challenge you to grow
• Bias toward action
• Travel required
• **Bonus points if you have**
• Experience in a high-growth startup environment, Series A to C Experience in insurance technology or workflow automation technology
• Vancouver-based or willing to relocate with enthusiasm for hybrid work environment and in-person collaboration (3 days/week in our Olympic Village office)

Benefits

• 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 days of the year
• Parental leave top-ups: 6 months for birthing parents, 8 weeks for non-birthing parents (up to $100,000 annual salary)