Senior Customer Success Manager

Summary

• Our Customer Success team is focused on creating engaged customer advocates who are maximizing the value of their Guidewire investments. The
• Senior Customer Success Manager will oversee the strategy and execution of their customer portfolio and focus on driving engagement, satisfaction,
• retention and growth. We expect our customers will see their Senior CSM as a trusted advisor and true partner – encouraging customers to adopt solutions
• that help them achieve their business goals, advocating for their needs back to other Guidewire teams, and helping to find new ways to derive value from
• their Guidewire investment. The end goal is a set of delighted customers that renew their subscriptions and are eager to expand the footprint of the
• Guidewire solutions within their organization.

The job location is in the US and is focused on supporting Guidewire InsuranceSuite customers.

Job Description

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

Engage with customers 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

Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire 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.

Encourage adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investments

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

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.

Required Skills/Experience:

12+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position)

Knowledge of the P&C insurance space, industry trends and challenges, and the fundamental economics of an insurance company

Passion for solving problems, thinking creatively, and delivering results

Ability to build and manage C-suite relationships at customers

Capable of quickly building trust and establishing deep relationships

Ability to effectively connect and communicate with both business & IT stakeholders

Executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views and engender honest feedback and appraisal

Demonstrated ability to work on multiple initiatives or accounts simultaneously under pressure

Demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams

Ability to travel as needed to client locations, industry events and company initiatives

Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement.

Desired Skills:

Knowledge of or experience with Guidewire InsuranceSuite is preferred

Experience working with cloud-native solutions and/or cloud technologies for mission-critical applications

Demonstrated coaching and change management experience – not just defining a plan but executing that plan successfully and adapting to obstacles or shifts in business priority

How Success is Measured - in both Regional Portfolio & Assigned Customers

Financial:

% Annual Recurring Revenue (ARR) Growth

Meeting Retention Targets / Mitigating Churn Risk

Opportunity Influence & Increased Product Penetration

Customer Relationships

NPS / CSAT

Sentiment & Health

Referencability / Advocacy

Success Planning


The US base salary range for this full-time position is $136,000 - $221,000. 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.

Disability Accommodations and Guidewire’s Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to Accommodations@guidewire.com. If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, e-mail Accommodations@guidewire.com to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analyti