Enterprise Customer Success Manager

Our mission at Quandri is to transform insurance into a trusted and delightful experience using AI. We do this by delivering an AI operating system for North America’s best insurance agencies and brokerages.

Quandri is transforming the insurance experience for policyholders across North America by providing AI to the industry’s critical stakeholders - insurance agencies and brokerages. Insurance agents are the lifeblood of the insurance industry, and are where most Property & Casualty insurance is sold and serviced. Yet, there are forces making it harder than ever for them to operate; more consolidation, rising talent crisis, increasing complexity of insurance and the AI revolution are significant challenges for how agencies have typically operated.

This challenge is a massive opportunity to rethink how insurance agencies operate. Quandri is at the cutting edge of this change, delivering real transformation to the entire insurance experience one process at time through the deep understanding of insurance workflows, systems and data paired with deep technical capabilities and proprietary models.

We’re making insurance better for policyholders, while helping insurance brokerages deliver a better client service, grow faster, and harness AI so that they control the future of insurance distribution.

 The Enterprise Customer Success Manager at Quandri is a strategic role responsible for owning and advancing our largest, most complex enterprise accounts, especially as we focus on the US market. This role requires a seasoned professional who can effectively engage with C-Suite and executive stakeholders, drive deep product adoption, and lead cross-functional relationships that deliver measurable business outcomes.

You will serve as the primary advocate and trusted advisor for your assigned enterprise customers, accountable for driving retention, revenue growth and overall customer value realization. Partnering closely with Sales, Product, Marketing and Implementation teams, you will ensure Quandri becomes an integral part of our customers’ success in automating insurance brokerage processes. 

This role demands high ownership, strong executive presence, and the ability to navigate complexity with a solutions-oriented mindset to move relationships and outcomes forward. 

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

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

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

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

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

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

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

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

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  Develop Success Plans for each of your accounts, ensuring business metrics are clear, success criteria are defined and an action plan is established. 

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  Forecast renewals and identify account risks early and coordinate internal resources to mitigate churn and service issues

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

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  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.

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

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

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

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

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  Share knowledge and continuously improve customer success methodologies and enterprise playbooks

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

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

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

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

• Strong data-literacy with the ability to analyze product metrics and translate customer-use into demonstrable ROI 

• High level of ownership and accountability

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

• Proficiency in using a CRM platform (HubSpot preferred) 

• 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

• Demonstrated expertise orchestrating multi-region or business unit transformation programs. Highly organized, managing multiple projects at a time. 

• Expert at mobilizing VP/Director-level sponsorship. Flawless English communication with commanding executive presence.

• Detail-orientation with ability to identify product-gaps, configuration issues and blockers to adoption. 

• Demonstrate commitment and passion for creating positive customer-centric interactions

• Please note that the ability to travel at least 25% across North America is required for this role. 

• 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.

• AI-first. We believe AI is a fundamental shift in how work gets done, not just a tool we occasionally reach for. At Quandri, we lead with AI, in how we build our product, how we run our operations, and how we think about every process and workflow. This isn't about replacing people; it's about unlocking them to do higher-value work.