Senior Manager, Customer Success Architect

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 Manager, Customer Success Architect

WHAT YOU’LL DO

The Senior Manager, Customer Success Architect is a key leadership role within the Customer Success Engineering (CSE) group at Duck Creek Technologies. This position is responsible for mentoring a team of Customer Success Engineers, overseeing technical engagements, and ensuring the successful delivery of solutions that meet customer needs and business objectives. The role focuses on cross-functional collaboration, and driving continuous improvement in alignment with Duck Creek’s mission to empower insurers through transformative technology. Reporting to the. Director of CSE, this individual plays a pivotal role in ensuring adherence to enterprise standards, success of platform upgrades, and delivery of exceptional customer outcomes.

• Provide mid-level leadership and mentorship for the Customer Success Engineering team.

• Act as a primary liaison to customer and internal leadership, managing technical escalations, conducting status updates, and ensuring alignment during new implementations, platform upgrades, migrations or key customer events.

• Partner with cross-functional teams to ensure adherence to technical standards and successful delivery of solutions. Foster a culture of accountability, collaboration, and customer centricity to meet business goals.

• Drive operational efficiency, automation, and continuous improvement of processes, tools, and standards.

• Maintain deep expertise in Duck Creek products, SaaS infrastructure, and technical architecture to achieve customer centric solutions.

• Oversee environment preparation, technical reviews, and upgrade strategies for Duck Creek’s OnDemand platform.

• Manage upgrade deployments, go-lives, and technical cutover strategies while coordinating with cross-functional teams to minimize risks.

• Ensure high availability, support disaster recovery plans, and compliance with operational standards across customer environments.

• Build and maintain a knowledge base of issues and best practices to drive efficiency and reduce time-to-resolution for future upgrades.

• Provide ongoing technical guidance to implementation teams, ensuring adherence to Duck Creek’s processes and best practices.

• Partner with Customer Success Managers and Segment Leads to optimize team workload, capacity planning, and project timelines.

• Present technical issues and strategies to customer executives, partner leadership, governance boards and CSE leadership to align solutions and improvement opportunities.

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