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 knowledg