Senior Director - Customer Success Manager

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.   

WHO WE ARE:  

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.  

Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.  

We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.  

If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!  

To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter. 

Title: Senior Director, Customer Success Management

WHAT YOU’LL DO:   The Senior Director, Customer Success Management is responsible for leading a team of Customer Success Managers (CSMs) within a designated customer segment. This role is accountable for customer retention, satisfaction, and expansion by ensuring the successful execution of customer success strategies. The Senior Director serves as an executive sponsor, advocating for customers and ensuring alignment with Duck Creek’s business objectives.

This role requires strong leadership in managing strategic customer relationships, overseeing key initiatives, and collaborating cross-functionally with Sales, Product, Engineering, SaaS Operations, and System Integration (SI) partners. The Senior Director is also responsible for driving operational excellence, mentoring CSMs, and optimizing processes to enhance customer value and business performance.

• Lead a team of 3-6 Customer Success Managers, ensuring effective execution of customer success strategies.
• Drive customer satisfaction, retention, and expansion within a strategic customer segment.
• Act as an executive sponsor for key accounts, maintaining relationships with senior customer stakeholders (VP, SVP levels).
• Provide proactive leadership in customer strategy, account governance, and roadmap execution.
• Serve as the second level of escalation for critical customer issues and ensure long-term resolution.
• Partner with Sales, Product, Engineering, SaaS Ops, and SI partners to drive customer success initiatives.
• Oversee customer adoption strategies, delivery plans, and economic models to scale the customer experience.
• Support contract renewals, guiding CSMs and Sales teams to ensure retention and expansion.
• Develop and implement best practices for customer engagement, risk mitigation, and proactive support.
• Establish and track key performance indicators (KPIs) for customer success outcomes.
• Foster a culture of continuous improvement, collaboration, and accountability within the team.
• Manage talent development, hiring, onboarding, and performance management for CSM’s

WHAT YOU’VE DONE:   

• REQUIRED:
  • Bachelor's degree or equivalent, or equivalent work experience.
  • 12+ years of relevant experience in customer success, SaaS operations, consulting, or sales.
  • 8+ years of leadership experience, including team management, planning, and organizational leadership.
  • Strong expertise in SaaS, software delivery lifecycle (SDLC), and go-to-market execution models.

• PREFERRED:
  • Experience with Duck Creek Suite and Platform.
  • P&C Insurance industry knowledge.
  • Experience with ChurnZero, Microsoft Azure, and SQL Server.
  • Leadership experience in a global or matrixed organization.

Knowledge, Skills, Abilities & Behaviors:

• Ability to develop and execute customer success strategies aligned with business objectives.
• Experience managing C-level and senior customer relationships.
• Focus on delivering measurable value and ensuring customer satisfaction.
• Skilled in renewals, expansions, and contract negotiations.
• Ability to drive change across internal teams and advocate for customers.
• Strong analytical and critical thinking skills.
• Ability to work with Sales, Product, Engineering, and Operations teams.
• Proven experience leading and developing high-performing teams.
• Ability to interpret customer health metrics and drive data-based decision-making.
• Ability to manage complexity in a fast-paced environment.
• Strong ability to manage multiple priorities and initiatives.
• Deep understanding of cloud-based software and implementation best practices.
• Ability to convey complex ideas to diverse audiences.
• Expertise in onboarding, adoption, retention, and expansion strategies.
• Passion for refining customer success processes and methodologies.

Other Requirements:

• Travel: 0-50%
• Work Authorization: Legally authorized to work in the country of the job location.

WHAT WE STAND FOR:  

Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems.  As such, Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.  

We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.

To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: https://www.duckcreek.com/life-at-duck-creek/. 

Please let us know if you encounter accessibility barriers with our web content by sending an email to accessibility@duckcreek.com. 

Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.  

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