Quandri

Enterprise Customer Success Manager

Quandri

full-time

Posted on:

Location Type: Hybrid

Location: Vancouver • Canada

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Salary

💰 CA$130,000 - CA$170,000 per year

About the role

  • 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

  • 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
  • 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 ManagementData AnalysisProject ManagementAI ToolsSaaSCRMMicrosoft WordMicrosoft ExcelMicrosoft PowerPoint
Soft Skills
CommunicationOwnershipAccountabilityOrganizationAttention to DetailListeningPrioritizationProblem SolvingCustomer-CentricEngagement