SummaryOur Customer Success team partners with P&C insurers to maximize the value of Guidewire's cloud, analytics, and AI-powered platforms, helping them transform how they operate and serve their policyholders.
We work cross-functionally with Product, Professional Services, and Go-to-Market teams to ensure every customer is successful and referenceable, while contributing directly to adoption and growth goals across our product portfolio. Collaboration here is global, inclusive, and outcome-driven, with a strong focus on experimentation, learning, and continuous improvement.
As a Customer Success Manager, you will own a portfolio of strategic customers and lead them through their transformation journey on Guidewire solutions-driving adoption, value realization, renewals, and growth. You'll bring executive presence, strong commercial acumen, and deep curiosity about our customers' businesses to build trusted relationships from C-suite to end users. This role is pivotal in advancing Guidewire's Product Strategy priorities by turning AI- and cloud-powered innovation into measurable business outcomes for our customers, while feeding insights back into our roadmap to shape the next generation of products and experiences.
Job DescriptionCustomer Management - Develop strategic account plans that expand the relationship and promote growth
- Drive cross-functional collaboration to accelerate adoption and value of current and future solutions
- Identify and pursue expansion opportunities aligned to customer goals
- Create trusted partnerships that result in engaged, customer advocates
- Lead executive level engagements focused on value creation
- Define and execute a renewal strategy that promotes growth and mitigates risk
- Promote operational excellence in portfolio, account and team management
- Develop depth and breadth of relationship within portfolio of customers, from C-level to IT and business users
- Understand customer priorities and identify common themes to report out and action
Responsibilities:- Understand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationships
- Recognize incremental sales opportunities across Guidewire solutions and partner with sales to ensure the customer objectives and value proposition are at the forefront
- Develop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocates
- Proactively engage with customers regularly to develop deep understanding of customer's product experience and strategic business needs
- Know the customer "inside and out" and foster positive relationships with key customer stakeholders at senior and C-Suite level
- Triage issues as they arise and ensure swift resolution
- Perform training on new or existing products to customers
- Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire ProNavigator products and services
- Provide early insight and adoption recommendations for new products and product features
- Coach and mentor other CMSs in developing the Customer Success Craft and engagement in both Guidewire and Customer Community.
- Take the lead in driving to a successful conclusion any customer issues or situations, involving other departments and individuals as necessary
- Create and manage customer success plans and account plans to manage external and internal relationships and strategies, monitor usage of the tools and proactively intervene when necessary
- Facilitate executive discussions including business reviews, roadmap reviews, and strategic alignment
- Develop a deep and cross-functional understanding of the key business challenges and opportunities of your customers and portfolio
- Introduce new features and best practices to customers according to their business needs
- Ensure visibility of program and customer health both internally and with customer teams
- Manage commercial aspects of account relationships post initial sale, including defining a renewal strategy that promotes growth and mitigates risks
- Execute and manage contract negotiations and renewals
- Leverage Executive leadership and communication experience, with ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflict and engender honest feedback and appraisal
- At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI-empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.
- Travel as needed to customer and internal engagements
The Canadian CAD base salary range for this full-time position is $80,000 - $100,000. Your base pay will depend on your experience, skills, education, training, and location among other factors. All full-time positions or part-time roles working 30 hours or more a week at Guidewire are eligible for benefits that support their health and well-being including health, dental, and vision insurance, paid time off, and a company sponsored retirement plan. In addition, some roles may be eligible for the annual company bonus plan, commissions, and/or long term incentive awards which are contingent on a variety of factors including, but not limited to, company and employee performance.
