Customer Success Management Manager

b Overview /b p In this role you guide a portfolio of Duck Creek OnDemand and OnPrem customers to value and renewal success. As the primary contact and trusted advisor, you partner with customers, SI partners, and internal teams to drive adoption, expand product usage, and manage risk across the customer lifecycle. You’ll lead governance reviews, align success plans with business goals, and mentor peers to scale impact. This role offers influence across a growing SaaS business, with a clear path to growth and strategic account leadership. /p b Pay / Benefits /b ul li Flexible-first environment /li li Remote/hybrid work options /li li Global collaboration /li li Inclusive culture /li li Opportunities for career growth /li li Supportive values and mission /li /ul b Responsibilities /b ul li Manage 4+ medium/large OnDemand or OnPrem accounts /li li Build trusted relationships with customers and SI partners /li li Lead executive-level reviews, understand goals, and craft customer success plans with renewal opportunities /li li Identify upsell/cross-sell opportunities and manage metrics like NRR and GRR /li li Coordinate renewals and strategic account plans to mitigate risks /li li Facilitate regular governance meetings and produce reports and decks /li li Mentor junior Customer Success Managers /li li Gather customer feedback via NPS and close the loop with action plans /li li Educate customers on new/existing functionalities and demonstrate value /li li Coordinate with services teams/partners to resolve issues and drive adoption /li li Monitor latest product updates and ensure customers adopt the latest version /li li Act as primary contact for issues and keep customers on track for go-lives /li li Interface between customers, SI partners, and internal teams to mitigate risks and improve processes /li li Develop tools/processes to support scalable growth /li li Create customer-specific runbooks for OnDemand clients /li li Share product feedback with Engineering to enhance Duck Creek offerings /li li Review monthly metrics with customers (SLA targets, performance, outages) /li li Contribute to a culture aligned with Duck Creek mission, vision, and values /li /ul b Key requirements /b ul li Bachelor’s degree and/or higher in Computer Science or related field; or equivalent work experience /li li Minimum 6+ years in functional and technical knowledge of SaaS platforms /li li Proven ability to maintain strong customer relationships /li li Experience driving new and expansion sales and software adoption /li li Strong analytical, process improvement, problem solving, and communication skills /li li Ability to collaborate across the organization and with external stakeholders /li li Flexibility to adapt to evolving priorities and ambiguity /li li Travel 10-25% /li li Legally authorized to work in the job location country /li /ul ul li Excellent communication, written and oral /li li Customer-centric mindset /li li Collaborative and team-oriented /li li Duck Creek Suite and Platform knowledge (preferred) /li li P C insurance knowledge (preferred) /li li ChurnZero knowledge (preferred) /li /ul