Customer Success Manager

Become an expert in our products and be able to clearly communicate the value and impact of Quandri

Provide adoption and change management sessions with our customers and their teams on how to properly use our product

Understand the fundamentals  of the insurance broker landscape and the day to day broker processes that Quandri improves

Take responsibility for the management of Customers by being a proactive partner in achieving exceptional results with Quandri

Build multithreaded relationships with assigned Customers at the primary contact and decision-maker level

Prepare for and execute proactive Customer touch points that focus on driving value to the Customer 

Resolve concerns, issues and disputes with customers coordinating escalations internally as required

Track all customer activities in the CRM platform and utilize CRM as a key tool for Customer management 

Ensure CRM data is accurate and up to date

In partnership with finance, ensure Customers are being billed correctly & support the resolution of any billing errors or disputes

Coordinate inquiries to the Support and Product team as required

Interpret reporting with a customer to provide valuable insights and utilize data as a key communication tool 

Proactively coordinate Customer renewals to retain revenue from assigned Customers - renewal motions starting at least 90 days in advance 

Coordinate recovery efforts and salvage offers if a customer has requested cancellation

Identify upsell or cross-sell opportunities for through ongoing Customer touchpoints

Provide insights and feedback from our customers to the Customer Success and product team to help shape our product refinement

Submit feature request forms to Product teams as required

Learn support workflow and be able to manage the support queue 

Travel may be required 

3+ years experience in Customer Success or Account Management

Demonstrated experience leveraging AI tools (Claude, ChatGPT, or similar LLMs) to streamline customer workflows, automate routine tasks, or enhance service delivery

Proficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalents

Proficiency in using a CRM platform (HubSpot preferred) 

Ability to handle multiple responsibilities and prioritize efficiently

Aptitude for technology and the ability to learn to use different software programs quickly 

The ability to effectively listen and communicate with customers in a professional manner

Effectively present to customers and run engaging customer meetings

Well-organized with attention to detail

Demonstrate commitment and passion for creating positive customer-centric interactions

Knowledge of insurance brokerage workflows, personal lines insurance, or related financial services industries is highly desirable 

Experience in an AI-native and high-growth startup environment, comfortable navigating ambiguity while maintaining customer focus and moving fast

Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company.

Move with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.

Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep.

Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.

Act like an owner.  We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term.

Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated.

The range of on target earnings for this position is $90,000 - $120,000 which is dependent on level of experience

Employee stock options, granted based off experience level upon hire and subject to a standard vesting schedule

Comprehensive health benefits, including $500 Lifestyle Spending Account

Four weeks of paid vacation per year

Work anywhere in the world for 60 calendar days of the year

Parental leave top-ups: 6 months for birthing parents, 8 weeks for non-birthing parents (up to $100,000 annual salary)