Regional Lead, Customer Success Director

Summary

Our Customer Success team is focused on creating engaged customer advocates who are maximizing the value of their Guidewire investments. The Customer Success Director is a leadership-focused role, reporting to the Vice President of Customer Success, that combines regional team portfolio management and individual customer management. This role is ideal for a strategic leader that fosters a growth mindset alongside a customer-centric culture. The Customer Success Director will oversee the strategy, execution and performance of a regional customer success team focused on driving engagement, satisfaction, retention and growth. We expect our customers will see their Success Manager as a trusted advisor and true partner – encouraging customers to adopt solutions that help them achieve their business goals, advocating for their needs back to other Guidewire teams, and helping to find new ways to derive value from their Guidewire investment. The end goal is a set of delighted customers that renew their subscriptions and are eager to expand the footprint of the Guidewire solutions within their organization.

The Regional Lead, Customer Success Director will spend approximately 75% of their time directly managing a team of Customer Success Managers (CSMs) and 25% of their time on their assigned portfolio of customers.

The job location is in the United States and is focused on supporting Guidewire InsuranceSuite customers.

Job Description

Team Management (75%):  

• Develop and execute strategic plans for portfolio level engagement, growth and profitability

• Drive cross-functional collaboration to accelerate adoption and value of current and future solutions

• Lead and enable a team of CSMs to successfully achieve KPIs

• Coach, mentor and manage team performance and skill development 

• Promote operational excellence in portfolio, account and team management

• Provide leadership support and oversight for team and customer needs 

• Develop key customer relationships within your teams portfolio of customers

• Understand customer priorities and identify common themes to report out and action

Customer Management (25%): 

• Develop strategic account plans that expand the relationship and promote growth

• 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 a renewal strategy that promotes growth and mitigates risk

 

Responsibilities:

• Understand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationships

• Recognize incremental sales opportunities across Guidewire solutions and partner with sales to ensure the customer objectives and value proposition are at the forefront

• Develop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocates

• Engage with customers to develop deep understanding of customer’s product experience and strategic business needs

• Know the customer “inside and out” and foster positive relationships with key customer stakeholders at senior and C-Suite level

• Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire products and services

• Provide early insight and adoption recommendations for new products and product features

• Encourage adoption of Guidewire solutions to help customers achieve their business goals and maximize the value of their investments 

• Take the lead in driving to a successful conclusion any customer issues or situations, involving other departments and individuals as necessary

• Create and manage customer success plans and account plans to manage external and internal relationships and strategies

• Facilitate executive discussions including business reviews, roadmap reviews, and strategic alignment

• Develop a deep and cross-functional understanding of the key business challenges and opportunities of your customers and portfolio

• Introduce new features and best practices to customers according to their business n