Manager - Customer Success Operations - Remote

Duck Creek Technologies is a leading provider of modern SaaS solutions for the property and casualty insurance industry. We empower insurers to build cloud‑based, agile, and intelligent operations.

Manager, Customer Success Operations

• Manage multiple workflows in a fast‑paced environment and actively participate in continuous improvement initiatives.
• Make trade‑offs between short‑term customer needs and long‑term strategic investments.
• Identify, act on, and provide advice on improving business input metrics that drive growth and enhance customer experience.
• Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization and deliver value across customers.
• Analyze data and trends to identify, act on, and influence long‑term strategies to maximize potential for an assigned portfolio of customers.
• Provide customized insights and recommendations, educate regarding relevant tools, products, and services, and deliver a positive experience with DCT.
• Serve as the primary contact and interface between the CSM/CSE/OBGL teams and internal org (SaaS Operations, Product, Security, Engineering).
• Act as the day‑to‑day customer advocate, quality champion, and communication channel with customers, proactively communicating upcoming releases and issue impact.
• Provide customer insight to engineering, product management, SaaS operations, and implementation teams to manage customer risk profiles.
• Meet with customer leadership to understand additional requirements, integration roadmap, potential change controls/extensions, with an eye toward future sales opportunities.
• Assist from a process perspective with all DCT contracts and renewals up to the point of contract negotiation and pricing, focusing on customer satisfaction.
• Engage internal teams effectively and provide key business requirements to satisfy customer needs with high urgency.

• Bachelor’s degree or equivalent or equivalent work experience.
• 5+ years of relevant customer success, business consulting, SaaS software implementation or sales experience or a combination of education and work experience with demonstrated success in customer success, SaaS operations, or sales with a deep understanding of SaaS, Go‑To‑Market and execution model (Strategy or Business Consulting, Business Development, Finance or other relevant experience).
• Strong influencing skills and ability to build lasting relationships.
• Experience managing complex customer problems in a fast‑growing, dynamic environment.
• Experience influencing change management, problem resolution, and communicating complex ideas coherently to cross‑functional groups.
• Success in identifying business opportunities for clients and increasing adoption and utilization of company products.
• Proven track record of building and cultivating relationships with internal and external stakeholders.
• Effective communication, both verbal and written; ability to express ideas clearly, listen actively, and collaborate with colleagues and clients.
• Ability to work effectively in teams, build positive relationships, and contribute to achieving common goals.
• Problem‑solving skills, including analyzing complex situations, identifying problems, and generating creative solutions.
• Accountability and willingness to accept responsibility for actions and work.
• Adaptability to change, embracing new technologies, and learning quickly.
• Conduct with integrity and professionalism, understanding and modeling core values.
• Visionary thinking and ability to develop a compelling vision for the future.
• Emotional intelligence, understanding and managing emotions, and empathizing with others.
• Team‑building skills, including attracting and retaining top talent, delegating effectively, and fostering collaboration.
• Commitment to the growth and development of team members.

• Travel: 25%
• Work Authorization:
  Must be legally authorized to work in the country of the job location.

Salary range (annual):

• 94,200 – 134,600 for Boston, New York City‑Newark, Los Angeles, San Francisco/Bay Area, Seattle, or Washington, DC metropolitan areas.
• 89,700 – 128,200 for Chicago,…