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Posted 6 months ago
Requirements and responsibilities
About the Role:The Senior Enterprise Customer Success Manager at Quandri is a strategic role responsible for owning and advancing our largest, most complex enterprise accounts, especially as we focus on the US market. This role requires a seasoned professional who can effectively engage with C-Suite and executive stakeholders, drive deep product adoption, and lead cross-functional relationships that deliver measurable business outcomes.You will serve as the primary advocate and trusted advisor for your assigned large enterprise customers, accountable for driving retention, revenue growth and overall customer value realization. Partnering closely with Sales, Product, Marketing and Implementation teams, you will ensure Quandri becomes an integral part of our customers’ success in automating insurance brokerage processes.This role demands high ownership, strong executive presence, and the ability to navigate complexity with a solutions-oriented mindset to move relationships and outcomes forward. This role is posted as remote, but if you are located in Vancouver, hybrid is also an option.What you’ll do:Become an expert in our products and be able to clearly communicate the value and impact of QuandriUnderstand the fundamentals of the insurance broker landscape and the day to day personal lines renewals broker processesProvide adoption and change management sessions with our customers and their teams on how to properly use our productOwn end-to-end relationships with assigned large enterprise customers as the face and voice of QuandriBuild and maintain multithreaded connections at executive operational, and technical levelsLead 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 partnershipsDevelop and execute tailored, data-driven success plans aligned to each customer’s business objectives and insurance workflowsLead Mutual Value Plans, Solution Health Reviews and Strategic Business Reviews to demonstrate ROI and impactIdentify account risks early and coordinate internal resources to mitigate churn and service issuesCollaborate closely with Sales to uncover and support revenue expansion and upsell opportunitiesPlan, 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 brokeragesAct as the product expert and advisor, translating Quandri’s platform capabilities into tangible business outcomesAdvocate internally by providing prioritized customer feedback and strategic insights to Product and Engineering teamsPartner with Implementation, Support, Product, Marketing and Sales teams to ensure a seamless customer experience and timely issue resolutionShare knowledge and continuously improve customer success methodologies and enterprise playbooksRegular travel to customer sites across Canada and the US to lead onsite workshops, strategic meetings and business reviewsAbility to manage travel logistics, balance remote and in-person engagementsWhat you’ll have:5+ years experience in Customer Success or Account Management within a SaaS environment, with a minimum of 3 years managing strategic enterprise accountsKnowledge of insurance brokerage workflows, personal lines insurance, or related financial services industries is highly desirableStrong data-literacy with the ability to analyze product metrics and business outcomesExcellent project management skillsHigh level of ownership and accountabilityProficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalentsProficiency in using a CRM platform (HubSpot preferred)Ability to handle multiple responsibilities and prioritize efficientlyAptitude for technology and the ability to learn to use different software programs quicklyThe ability to manage multiple Customer projectsThe ability to effectively listen and communicate with customers in a professional mannerEffectively present to customers and run engaging customer meetingsWell-organized with attention to detailDemonstrate commitment and passion for creating positive customer-centric interactionsTravel requiredOur Guiding Principles:Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company.Move with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep.Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.Act like an owner. We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term.Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated.Compensation and BenefitsThe on target earning range for this role is $120,000 to $150,000 CAD which is dependent on level of experience, performance and choice of stock option compensationBase: $102,000 – $127,500 CADVariable: 15% based on retentionEligible for 2–4% commission on expansion ARROpportunities for both commission and variable payEmployee stock options based on experience levelComprehensive health benefits, including Lifestyle Spending AccountFour weeks of paid vacation per yearWork anywhere in the world for 60 calendar days of the yearClosingQuandri is dedicated to fostering a diverse and inclusive workplace. As an equal opportunity employer, Quandri adheres to Canadian labour laws and does not engage in discrimination based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other status protected under Canadian law.Don’t let imposter syndrome stop you from applying. Great people sometimes don’t have the “right” experience. If you think that you’ll be amazing at this role then we encourage you to apply.AI disclaimerWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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