Senior Customer Success Manager

Guidewire Software

. Develop strategic account plans that expand relationships and promote growth .

Posted 9/15/2026full-timeRemote • United StatesSenior💰 $136,000 - $221,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing strategic account plans and managing customer success initiatives, with a strong focus on building C-suite relationships and driving growth through effective communication and collaboration. Proficient in leveraging AI and data-driven insights to enhance customer engagement and operational excellence.

Highest-signal resume keywords

Customer Success ManagementAccount Planning and ManagementC-Suite Relationship BuildingGuidewire InsuranceSuite KnowledgeCloud Technologies Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementStrategic PlanningContract NegotiationBudgetingForecastingData-Driven InsightsChange ManagementAI ApplicationOperational ExcellenceProblem Solving

Soft Skills

Executive LeadershipCommunicationTrust BuildingCollaborationMentoring

Tools & Technologies

Guidewire SolutionsCloud-Native SolutionsEmerging Technologies

Industry Keywords

P&C InsuranceCustomer AdvocacyRetention StrategiesChurn-Risk MitigationNPS/CSAT

Tech Stack

Tools & technologies

CloudGuidewire

About the role

Key responsibilities & impact

Develop strategic account plans that expand relationships 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 renewal strategies that promote growth and mitigate risk
Promote operational excellence in portfolio, account, and team management
Develop relationships across customer portfolios, from C-level to IT and business users
Understand customer priorities and report out common themes for action
Facilitate engagements to meet customer needs and align strategies
Partner with sales on incremental opportunities across Guidewire solutions
Engage customers to understand product experience and strategic business needs
Serve as the voice of the customer and advocate for feedback and influence on Guidewire products and services
Provide early insight and adoption recommendations for new products and features
Coach and mentor other CMSs in Customer Success practices and customer community engagement
Drive customer issues and situations to successful conclusions with relevant departments
Create and manage customer success plans and account plans
Facilitate executive discussions, including business reviews, roadmap reviews, and strategic alignment
Develop cross-functional understanding of customer business challenges and opportunities
Introduce new features and best practices according to customer needs
Ensure visibility of program and customer health internally and with customer teams
Manage commercial account relationships post-sale, including renewal strategy
Execute and manage contract negotiations and renewals
Leverage executive leadership and communication experience to define vision, build business cases, resolve conflict, and foster honest feedback
Apply emerging technologies, AI, and data-driven insights to enhance productivity and outcomes
Success measured through ARR growth, retention, churn-risk mitigation, product penetration, NPS/CSAT, sentiment and health, advocacy, and success planning

Requirements

What you’ll need

12+ 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
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

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
Paid time off
Company sponsored retirement plan
Some roles may be eligible for the annual company bonus plan
Some roles may be eligible for commissions
Some roles may be eligible for long term incentive awards
Disability accommodations in the hiring process
Appeals process for denied accommodations or non-selection decisions