Summary
Our Customer Success team is focused on creating engaged customer advocates who are maximizing the value of their Guidewire investments. The Customer Success Manager (CSM) will oversee the strategy and execution of their customer portfolio and focus on driving engagement, satisfaction, retention and growth. We expect our customers will see their Senior CSM as a trusted advisor and true partner – encouraging customers to adopt solutions that help them achieve their business goals, advocating for their needs back to other Guidewire teams, and helping to find new ways to derive value from their Guidewire investment. The end goal is a set of delighted customers that renew their subscriptions and are eager to expand the footprint of the Guidewire solutions within their organization.The job location is in the US (AMER WEST) and is focused on supporting Guidewire InsuranceSuite customers.
Job Description
Customer 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
Engage with customers 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
Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire 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.
Encourage adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investments
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
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.
Required Skills/Experience:
5+ years relevant experience (e.g., customer success, account management, sales, technology consulting or related position)
Knowledge of the P&C insurance space, industry trends and challenges, and the fundamental economics of an insurance company
Passion for solving problems, thinking creatively, and delivering results
Ability to build and manage C-suite relationships at customers
Capable of quickly building trust and establishing deep relationships
Ability to effectively connect and communicate with both business & IT stakeholders
Executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views and engender honest feedback and appraisal
Demonstrated ability to work on multiple initiatives or accounts simultaneously under pressure
Demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams
Ability to travel as needed to client locations, industry events and company initiatives
Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement.
Desired Skills:
Knowledge of or experience with Guidewire InsuranceSuite is preferred
Experience working with cloud-native solutions and/or cloud technologies for mission-critical applications
Demonstrated coaching and change management experience – not just defining a plan but executing that plan successfully and adapting to obstacles or shifts in business priority
How Success is Measured - in both Regional Portfolio & Assigned Customers
Financial:
% Annual Recurring Revenue (ARR) Growth
Meeting Retention Targets / Mitigating Churn Risk
Opportunity Influence & Increased Product Penetration
Customer Relationships
NPS / CSAT
Sentiment & Health
Referencability / Advocacy
Success Planning
Disability Accommodations and Guidewire’s Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to [email protected]. If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, e-mail [email protected] to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.
About Guidewire
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.
As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.
For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.
Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.
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