Enterprise Customer Success Manager

Quandri

Senior Enterprise Customer Success Manager at Quandri transforming insurance experience with AI. Focused on managing enterprise accounts and driving product adoption in a fast-paced environment.

Posted 4/14/2026full-timeVancouver • 🇨🇦 CanadaMid-LevelSenior💰 CA$130,000 - CA$170,000 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
Understand the fundamentals of the insurance broker landscape and the day to day personal lines renewals broker processes
Provide adoption and change management sessions with our customers and their teams on how to properly use our product
Own end-to-end relationships with assigned large enterprise customers as the face and voice of Quandri
Build and maintain multithreaded connections at executive operational, and technical levels
Lead strategic conversations, business reviews and executive alignment sessions that drive customer goals, retention and expansion.
Proactively manage stakeholder changes by identifying and cultivating new contacts while reinforcing existing partnerships
Develop and execute tailored, data-driven success plans aligned to each customer’s business objectives and insurance workflows
Lead Mutual Value Plans, Solution Health Reviews and Strategic Business Reviews to demonstrate ROI and impact
Identify account risks early and coordinate internal resources to mitigate churn and service issues
Collaborate closely with Sales to uncover and support revenue expansion and upsell opportunities
Plan, coordinate, and lead end-to-end onsite workshops and working sessions at customer offices, facilitating strategic alignment and collaborative problem solving with both customer stakeholders and internal Quandri teams.
Drive product adoption through customized guidance and change management tailored for complex insurance brokerages
Act as the product expert and advisor, translating Quandri’s platform capabilities into tangible business outcomes
Advocate internally by providing prioritized customer feedback and strategic insights to Product and Engineering teams
Partner with Implementation, Support, Product, Marketing and Sales teams to ensure a seamless customer experience and timely issue resolution
Share knowledge and continuously improve customer success methodologies and enterprise playbooks
Regular travel to customer sites across Canada and the US to lead onsite workshops, strategic meetings and business reviews
Ability to manage travel logistics, balance remote and in-person engagements

Requirements

What you’ll need

5+ years experience in Customer Success or Account Management within a SaaS environment, with a minimum of 3 years managing strategic enterprise accounts
Strong data-literacy with the ability to analyze product metrics and business outcomes
Demonstrated experience leveraging AI tools (Claude, ChatGPT, or similar LLMs) to streamline customer workflows, automate routine tasks, or enhance service delivery
Excellent project management skills
High level of ownership and accountability
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 manage multiple Customer projects
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)

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Hard Skills & Tools

Customer SuccessAccount ManagementData AnalysisProject ManagementAI ToolsSaaSCRMMicrosoft WordMicrosoft ExcelMicrosoft PowerPoint

Soft Skills

CommunicationOwnershipAccountabilityOrganizationAttention to DetailListeningPrioritizationProblem SolvingCustomer-CentricEngagement