Senior Customer Success Manager

Duck Creek Technologies

Senior Customer Success Manager responsible for managing Duck Creek OnDemand and OnPrem accounts. Acts as a primary contact for clients, ensuring successful software adoption and driving sales opportunities.

Posted 7/15/2026full-timeRemote • Alabama, California, Colorado, Connecticut, Florida, Illinois, Iowa, Kentucky, Maryland, Minnesota, Missouri, Montana, New Hampshire, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington, Wisconsin • 🇺🇸 United StatesSenior💰 $125,700 - $179,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing SaaS accounts, fostering customer relationships, and driving revenue growth through upselling and cross-selling strategies. Proficient in utilizing Duck Creek products and services while leveraging analytical and operational excellence to enhance customer success.

Highest-signal resume keywords

SaaS Revenue FocusDuck Creek Suite KnowledgeCustomer Relationship ManagementAnalytical ThinkingLeadership Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SaaS PlatformsSoftware AdoptionProcess DevelopmentProblem SolvingCustomer Success Best Practices

Soft Skills

CommunicationDelegationCollaborationFlexibilityAgility

Tools & Technologies

Duck Creek OnDemandDuck Creek OnPremChurnZeroMicrosoft AzureSQL Server

Industry Keywords

P&C InsuranceCustomer Success PlansNet Revenue RetentionGross Revenue RetentionCustomer Governance Meetings

Tech Stack

Tools & technologies

AzureSQL

About the role

Key responsibilities & impact

The Senior Customer Success Manager is the CEO of your book of business.
A high performer who is SaaS revenue focused, responsible for managing and developing multiple medium/large Duck Creek OnDemand and OnPrem accounts.
Act as the primary contact and trusted advisor for your customers and provide an interface between the Customer/System Integration (SI) partner(s), and internal Duck Creek teams.
Manage 4+ medium/large OnDemand or OnPrem accounts.
Develop and foster a trusted relationship with the Customer and SI partners.
Meet with Customer leadership teams to understand their business goals and strategic priorities, including the preparation of customer success plans with an eye toward future sales opportunities and product expansion at time of renewal.
Stay up to date with the latest features and updates of Duck Creek’s suite of products and services, conduct review sessions, and identify opportunities for upselling and cross-selling, including active management of NRR and GRR.
Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success.
Facilitate weekly, monthly, and quarterly customer governance meetings, including preparation of reports, governance decks and working with all parties to schedule customer sessions.
Mentors junior Customer Success Managers.
Gather customer feedback by playing an active role in the NPS customer survey activities by encouraging customer feedback, assessing results, and developing measurable closed loop action plans.

Requirements

What you’ll need

Bachelor’s degree, and/or higher level, or foreign equivalent, in Computer Science, Computer Information Sciences or related degree; related work experience can be substituted for educational requirement.
Minimum 6+ years functional and technical knowledge of SaaS platforms.
Proven ability to maintain and foster strong relationship with customers.
Proven experience driving new and expansion sales, driving software adoption, and leveraging customer success best practices.
Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning.
Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
Able to collaborate across the organization and with external stakeholders.
PREFERRED: Duck Creek Suite and Platform knowledge and experience (preferred).
P&C Insurance knowledge and experience (preferred).
ChurnZero knowledge and experience (preferred).
Knowledge of Microsoft Azure, SQL Server preferred.
Leadership Experience: Minimum 1 year (preferred).

Benefits

Comp & perks

Flexible work environment
Medical, dental, vision, life, and disability insurance
401(k) retirement plan with match (6% employer match up to $12,000 annually)
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
Paid holidays, vacation, and volunteer time
Employee Assistance Program (EAP)