Quandri

Customer Success Manager

Quandri

full-time

Posted on:

Location Type: Hybrid

Location: Vancouver • Canada

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Salary

💰 CA$90,000 - CA$120,000 per year

About the role

  • Become an expert in our products and be able to clearly communicate the value and impact of Quandri
  • Provide adoption and change management sessions with our customers and their teams on how to properly use our product
  • Understand the fundamentals of the insurance broker landscape and the day to day broker processes that Quandri improves
  • Take responsibility for the management of Customers by being a proactive partner in achieving exceptional results with Quandri
  • Build multithreaded relationships with assigned Customers at the primary contact and decision-maker level
  • Prepare for and execute proactive Customer touch points that focus on driving value to the Customer
  • Resolve concerns, issues and disputes with customers coordinating escalations internally as required
  • Track all customer activities in the CRM platform and utilize CRM as a key tool for Customer management
  • Ensure CRM data is accurate and up to date
  • In partnership with finance, ensure Customers are being billed correctly & support the resolution of any billing errors or disputes
  • Coordinate inquiries to the Support and Product team as required
  • Interpret reporting with a customer to provide valuable insights and utilize data as a key communication tool
  • Proactively coordinate Customer renewals to retain revenue from assigned Customers - renewal motions starting at least 90 days in advance
  • Coordinate recovery efforts and salvage offers if a customer has requested cancellation
  • Identify upsell or cross-sell opportunities for through ongoing Customer touchpoints
  • Provide insights and feedback from our customers to the Customer Success and product team to help shape our product refinement
  • Submit feature request forms to Product teams as required
  • Learn support workflow and be able to manage the support queue
  • Travel may be required

Requirements

  • 3+ years experience in Customer Success or Account Management
  • Demonstrated experience leveraging AI tools (Claude, ChatGPT, or similar LLMs) to streamline customer workflows, automate routine tasks, or enhance service delivery
  • Proficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalents
  • Proficiency in using a CRM platform (HubSpot preferred)
  • Ability to handle multiple responsibilities and prioritize efficiently
  • Aptitude for technology and the ability to learn to use different software programs quickly
  • The ability to effectively listen and communicate with customers in a professional manner
  • Effectively present to customers and run engaging customer meetings
  • Well-organized with attention to detail
  • Demonstrate commitment and passion for creating positive customer-centric interactions
Benefits
  • Employee stock options, granted based off experience level upon hire and subject to a standard vesting schedule
  • Comprehensive health benefits, including $500 Lifestyle Spending Account
  • Four weeks of paid vacation per year
  • Work anywhere in the world for 60 calendar 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)
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SuccessAccount ManagementAI toolsCRM platformMicrosoft WordMicrosoft ExcelMicrosoft PowerPointG-Suitedata interpretationupselling
Soft Skills
communicationcustomer engagementorganizationattention to detailproblem-solvingprioritizationlisteningpresentationrelationship buildingcustomer-centric interactions