Customer Success Manager

Quandri

Customer Success Manager driving measurable outcomes across adoption, retention, and revenue growth for mid-market insurance brokerages using AI. Fostering strong customer relationships in a fast-paced environment.

Posted 4/14/2026full-timeVancouver • 🇨🇦 CanadaMid-LevelSenior💰 CA$90,000 - CA$120,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementAI toolsCRM platformMicrosoft WordMicrosoft ExcelMicrosoft PowerPointG-Suitedata interpretationupselling

Soft Skills

communicationcustomer engagementorganizationattention to detailproblem-solvingprioritizationlisteningpresentationrelationship buildingcustomer-centric interactions