Enterprise Customer Success Manager

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

Understand the fundamentals of the insurance broker landscape and the day to day personal lines renewals broker processes

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

Own end-to-end relationships with assigned large enterprise customers as the face and voice of Quandri

Build and maintain multithreaded connections at executive operational, and technical levels 

Lead strategic conversations, business reviews and executive alignment sessions that drive customer goals, retention and expansion.

Proactively manage stakeholder changes by identifying and cultivating new contacts while reinforcing existing partnerships

Develop and execute tailored, data-driven success plans aligned to each customer’s business objectives and insurance workflows

Lead Mutual Value Plans, Solution Health Reviews and Strategic Business Reviews to demonstrate ROI and impact

Identify account risks early and coordinate internal resources to mitigate churn and service issues

Collaborate closely with Sales to uncover and support revenue expansion and upsell opportunities

Plan, coordinate, and lead end-to-end onsite workshops and working sessions at customer offices, facilitating strategic alignment and collaborative problem solving with both customer stakeholders and internal Quandri teams.

Drive product adoption through customized guidance and change management tailored for complex insurance brokerages

Act as the product expert and advisor, translating Quandri’s platform capabilities into tangible business outcomes

Advocate internally by providing prioritized customer feedback and strategic insights to Product and Engineering teams

Partner with Implementation, Support, Product, Marketing and Sales teams to ensure a seamless customer experience and timely issue resolution

Share knowledge and continuously improve customer success methodologies and enterprise playbooks

Regular travel to customer sites across Canada and the US to lead onsite workshops, strategic meetings and business reviews

Ability to manage travel logistics, balance remote and in-person engagements

Travel required 

5+ years experience in Customer Success or Account Management within a SaaS environment, with a minimum of 3 years managing strategic enterprise accounts

Strong data-literacy with the ability to analyze product metrics and business outcomes

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

Excellent project management skills

High level of ownership and accountability

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 manage multiple Customer projects

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 $130,000 - $170,000 which is dependent on level of experience

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

Employee stock options based on experience level

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)