Job Overview
Location
Canada
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 28, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Manager (CSM) at Guidewire, you will be instrumental in cultivating a vibrant ecosystem of engaged customer advocates who are fully leveraging their Guidewire investments. Your primary mission will be to orchestrate the strategy and execution for your assigned customer portfolio, with a laser focus on driving deep engagement, ensuring high satisfaction, fostering retention, and identifying opportunities for growth. We envision you as a trusted advisor and an indispensable partner to our customers, proactively guiding them towards solutions that align with and accelerate their business objectives. You will be the crucial bridge, advocating for customer needs within Guidewire and continuously exploring innovative avenues for them to extract maximum value from their Guidewire platform.
- • Your strategic approach will involve developing comprehensive account plans designed to deepen our relationship with each customer and promote significant growth. This includes driving robust cross-functional collaboration across Guidewire teams to accelerate the adoption and value realization of both current and future solutions. A key aspect of your role will be to identify and actively pursue expansion opportunities that are directly aligned with the customer's strategic goals, ensuring a symbiotic growth trajectory.
- • You will be responsible for creating and nurturing trusted partnerships that translate into a strong base of engaged customer advocates. This involves leading executive-level engagements with a clear focus on tangible value creation for the customer. Furthermore, you will define and meticulously execute a renewal strategy that not only ensures continued partnership but also actively promotes growth and effectively mitigates any potential risks to the customer relationship.
- • Operational excellence will be a hallmark of your portfolio, account, and team management. You will cultivate a deep and broad understanding of relationships within your customer portfolio, engaging with stakeholders from C-level executives to key IT and business users. By understanding customer priorities, you will identify common themes and trends, reporting these insights back to Guidewire for strategic action and product development.
- • Your responsibilities extend to understanding customer priorities and facilitating engagements that precisely meet their needs, align with Guidewire's overarching strategies, and cultivate meaningful, lasting relationships. You will be adept at recognizing incremental sales opportunities across the full spectrum of Guidewire solutions, partnering closely with the sales team to ensure the customer's objectives and the value proposition remain at the forefront of all discussions.
- • By consistently providing positive customer experiences, you will build strong partnerships that drive mutual success and foster a community of customer advocates. You will engage deeply with customers to gain a profound understanding of their product experience and their most critical strategic business needs. Knowing your customers 'inside and out' is paramount, enabling you to foster positive relationships with key stakeholders at both senior and C-suite levels.
- • You will serve as the authentic voice of the customer within Guidewire, acting as a dedicated advocate to facilitate feedback and influence the direction of Guidewire products and services. Providing early insights and proactive adoption recommendations for new products and features will be crucial. You will actively encourage the adoption of Guidewire solutions, empowering customers to achieve their business goals and maximize the return on their technology investments.
- • Taking the lead in driving any customer issues or challenging situations to a successful conclusion is a core expectation, involving other departments and individuals as necessary to ensure swift and effective resolution. You will create and manage detailed customer success plans and account plans, meticulously managing both external and internal relationships and strategic initiatives. Facilitating executive discussions, including business reviews, roadmap reviews, and strategic alignment meetings, will be a regular part of your role.
- • Developing a deep, cross-functional understanding of the key business challenges and opportunities facing your customers and their respective portfolios is essential. You will proactively introduce new features and best practices tailored to each customer's unique business needs. Ensuring clear visibility of program status and customer health, both internally within Guidewire and with customer teams, is critical for proactive management and success.
- • You will manage the commercial aspects of account relationships post-initial sale, including defining and executing a renewal strategy that promotes growth and effectively mitigates risks. Executing and managing contract negotiations and renewals will be a key responsibility. Your executive leadership and communication skills will be vital in defining a vision, building persuasive business cases, establishing personal credibility, resolving conflicts, and fostering an environment of 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.
🎯 Requirements
- • 5+ years of relevant experience in customer success, account management, sales, technology consulting, or a related client-facing role.
- • Fluency in French (speaking and writing) at a professional business competency level.
- • Deep understanding of the P&C insurance industry, including current trends, challenges, and the fundamental economics of insurance operations.
- • Proven ability to build and manage relationships with C-suite executives at customer organizations.
🏖️ Benefits
- • Comprehensive health, dental, and vision insurance.
- • Generous paid time off (PTO).
- • Company-sponsored retirement plan.
- • Eligibility for annual company bonus plan, commissions, and/or long-term incentive awards (contingent on performance).
Skills & Technologies
Remote
$110k-137k
About Guidewire Software, Inc.
Guidewire Software, Inc. provides core technology platforms to property and casualty insurers worldwide. The company’s cloud-based InsuranceSuite combines policy administration, billing, and claims management with digital engagement and analytics tools. Headquartered in San Mateo, California, Guidewire serves more than 540 insurers across 42 countries, enabling them to streamline operations, launch products faster, and improve customer experience through open APIs and data-driven insights.
