Customer Success Manager/Senior Customer Success Manager

📋 Description

• • As a Customer Success Manager (CSM) or Senior Customer Success Manager (Sr. CSM) at Guidewire Software, Inc., you will be instrumental in cultivating a community of engaged customer advocates who are maximizing the value derived from their Guidewire investments. This pivotal role involves owning the strategy and execution for your assigned customer portfolio, with a primary focus on driving customer engagement, ensuring satisfaction, fostering retention, and identifying opportunities for growth.
• • You will act as a trusted advisor and true partner to our customers, proactively encouraging the adoption of solutions that directly contribute to their business objectives. A key aspect of your role will be to champion customer needs internally, advocating for them within Guidewire's various teams, and continuously exploring innovative ways for customers to extract greater value from their Guidewire solutions.
• • The ultimate aim is to cultivate a base of delighted customers who not only renew their subscriptions but are also enthusiastic about expanding the footprint of Guidewire solutions within their organizations. This position is based in the US and specifically supports Guidewire InsuranceSuite customers, requiring a deep understanding of their unique operational landscapes and strategic goals.
• • **Customer Management Excellence:** Develop comprehensive strategic account plans designed to deepen customer relationships and foster significant growth. You will be responsible for driving cross-functional collaboration across internal teams to accelerate the adoption and realization of value from both current and future Guidewire solutions.
• • **Value Realization and Expansion:** Proactively identify and pursue expansion opportunities that are directly aligned with customer business goals and priorities. Your ability to create trusted, enduring partnerships will be crucial in transforming customers into vocal advocates for Guidewire.
• • **Executive Engagement and Strategic Alignment:** Lead high-level executive engagements focused on demonstrating and enhancing customer value. You will define and execute a robust renewal strategy that not only ensures retention but also promotes growth and effectively mitigates any associated risks.
• • **Operational Proficiency:** Promote and maintain operational excellence in the management of your customer portfolio, individual accounts, and team contributions. Cultivate a deep and broad understanding of relationships within your portfolio, engaging with stakeholders from C-level executives to IT professionals and business users.
• • **Customer Insight and Advocacy:** Understand customer priorities at a granular level and identify common themes to report internally and drive actionable insights. Facilitate engagements that meet customer needs, align with Guidewire's overall strategies, and build meaningful, lasting relationships.
• • **Commercial Acumen and Partnership:** Recognize incremental sales opportunities across the full spectrum of Guidewire solutions and collaborate closely with the sales team, ensuring that customer objectives and the value proposition remain central to all discussions.
• • **Deep Customer Understanding:** Develop strong partnerships by consistently delivering positive customer experiences that lead to mutual success and cultivate customer advocacy. Engage deeply with customers to gain a thorough understanding of their product experience and their overarching strategic business needs.
• • **Voice of the Customer:** Serve as the primary voice of the customer within Guidewire, acting as a dedicated advocate to facilitate feedback and influence the development and enhancement of Guidewire products and services. Provide early insights and adoption recommendations for new products and features.
• • **Mentorship and Best Practices:** Coach and mentor fellow CSMs, contributing to the development of the Customer Success craft and fostering engagement within both the Guidewire and broader Customer Community. Encourage the adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investments.
• • **Issue Resolution and Program Management:** Take ownership in driving customer issues or challenging situations to a successful conclusion, effectively involving other departments and individuals as necessary. Create and manage detailed customer success plans and account plans to effectively navigate both external and internal relationships and strategies.
• • **Strategic Facilitation:** Facilitate critical executive discussions, including business reviews, roadmap reviews, and strategic alignment meetings. Develop a profound and cross-functional understanding of the key business challenges and opportunities faced by your customers and portfolio.
• • **Innovation and Adoption:** Introduce new features and best practices to customers, tailored to their specific business needs. Ensure clear visibility of program status and customer health, both internally within Guidewire and with customer teams.
• • **Commercial Management and Renewals:** Manage the commercial aspects of account relationships post-initial sale, including defining and executing a renewal strategy that promotes growth and mitigates risks. Execute and manage contract negotiations and renewals with precision and strategic foresight.
• • **Leadership and Influence:** Leverage executive leadership and communication experience to define a vision, build persuasive business cases, establish personal credibility, resolve conflicts effectively, and engender honest feedback and appraisal. Embrace AI and data-driven insights to enhance productivity and outcomes, fostering a culture of curiosity and innovation.