Customer Success Manager

About the Role

The Customer Success Manager at Quandri is a high-impact, customer-facing role responsible for owning a portfolio of mid-market insurance brokerage accounts and driving measurable outcomes across adoption, retention, and revenue growth.

You will serve as the primary point of contact and trusted partner for your assigned customers, accountable for ensuring they fully realize the value of Quandri's AI-powered platform. This means going deep on their workflows, running engaging adoption and change management sessions, and proactively identifying risks and opportunities across your book of business. You’ll partner closely with Sales, Support, Product, and Implementation teams to deliver a seamless customer experience and ensure Quandri becomes core to how your customers operate.

This role requires someone who is organized, commercially aware, passionate about customer outcomes, and who thrives in a fast‑paced startup environment where we’re constantly pushing the boundaries on what we can do for our customers.

This is a hybrid role for candidates based in or willing to relocate to Vancouver, BC.

• 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 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 (Hub Spot 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

• 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)

We’re dedicated to fostering a diverse and inclusive workplace. As an equal opportunity employer, Quandri adheres to Canadian labour laws and does not engage in discrimination based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other status protected under Canadian law.