Senior Director, Customer Success Manager

TITLE

Senior Director, Customer Success Manager

WHO WE ARE

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry. Our modern SaaS platform enables insurers to run agile, cloud-based operations and deliver better customer experiences.
 
Duck Creek is a flexible-first company, offering employees autonomy in how they manage their work. As part of our Flying Together approach, we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations. This role is aligned to a specific location, and you’ll partner with your leader to participate in meaningful in-person moments that support team connection and collaboration.

ABOUT VISTA

Duck Creek Technologies is a portfolio company of Vista Equity Partners, a global investment firm that partners with mission-critical enterprise software and technology-enabled businesses to drive growth and operational excellence. As part of a Vista portfolio company, you’ll work in an environment backed by deep expertise, long-term investment, and a strong commitment to building market-leading businesses and meaningful careers.

POSITION OVERVIEW

The Senior Director, Customer Success Manager (IC) at Duck Creek Technologies is responsible for executive-level ownership and strategic leadership of one or more of Duck Creek’s most significant global customer relationships. This role serves as the primary executive point of accountability for customer success, retention, growth, strategic alignment, and overall account health across complex enterprise environments. 

This position operates as a highly autonomous senior individual contributor responsible for developing trusted executive relationships, driving long-term customer value realization, and aligning Duck Creek’s products, services, operations, and strategic investments with customer business objectives. The role partners extensively with executive leadership, Customer Success, Professional Services, Product, Engineering, SaaS Operations, Technology & Infrastructure, and external partners to ensure successful delivery, operational excellence, customer advocacy, and profitable growth. 

The Senior Director, Customer Success Manager (IC) represents Duck Creek at the executive level with customers, strategic partners, and industry stakeholders, while serving as a critical driver of customer satisfaction, account governance, strategic planning, and business expansion initiatives. 

WHAT YOU’LL DO

• Maintain overall executive accountability for assigned strategic enterprise customer accounts, including customer satisfaction, retention, operational performance, and long-term partnership success. 

• Develop and sustain trusted advisor relationships with executive and senior-level customer stakeholders, including C-suite, business, operational, and technology leadership. 

• Drive customer satisfaction and relationship health through proactive engagement, governance programs, and executive alignment activities, including Net Promoter Score (NPS) improvement initiatives. 

• Lead strategic account planning activities focused on retention, growth opportunities, business alignment, risk mitigation, and long-term customer success outcomes. 

• Identify and pursue opportunities to expand Duck Creek’s portfolio of products, services, and strategic initiatives within assigned accounts. 

• Maintain accountability for overall account profitability, commercial alignment, and long-term financial performance in partnership with Sales and Finance leadership. 

• Coordinate cross-functional collaboration across Customer Success, Professional Services, SaaS Operations, Product, Engineering, Technology & Infrastructure, Support, and Sales organizations to address customer priorities and operational needs. 

• Lead executive-level escalations, strategic issue resolution, and complex customer governance activities across internal and external stakeholder groups. 

• Partner with System Integrators, consulting organizations, and strategic solution partners to support customer delivery success and strengthen ecosystem alignment. 

• Promote and support joint marketing, customer advocacy, thought leadership, and industry engagement activities in collaboration with customers and Duck Creek stakeholders. 

• Collaborate with customers on aligned business, product, and technology roadmaps, ensuring strategic alignment between customer objectives and Duck Creek innovation priorities. 

• Explore and facilitate opportunities for strategic co-investment, innovation initiatives, operational optimization, and long-term partnership expansion opportunities. 

• Perform all other duties and activities as required. 

WHAT YOU’VE DONE

• Bachelor’s degree or equivalent combination of education and professional experience. 

• Minimum of 9 years of experience in Customer Success, enterprise SaaS, strategic account management, consulting, software delivery, or related customer-facing leadership roles. 

• Minimum of 5 years of experience managing large-scale, complex enterprise customer relationships within software, SaaS, or technology environments. 

• Demonstrated experience managing executive-level customer relationships, including C-suite and senior business leadership engagement. 

• Strong experience with SaaS delivery models, enterprise software lifecycle management, commercial account management, and strategic customer governance. 

• Experience leading highly complex cross-functional initiatives across matrixed global organizations. 

PREFERRED (Optional)

• Advanced degree such as MBA or equivalent business or technology-focused graduate degree. 

• Experience within the Property & Casualty insurance industry. 

• Experience with Duck Creek technologies, SaaS platforms, and cloud-based enterprise software solutions. 

• Experience managing global strategic accounts with multi-year transformation programs. 

• Experience working with System Integrators, consulting firms, and strategic technology partners. 

• Experience supporting executive governance, account profitability management, and strategic co-investment initiatives. 

• Experience operating within global or highly matrixed enterprise organizations. 

SKILLS & CAPABILITIES

• Executive-level relationship management and customer engagement capabilities. 

• Strong strategic thinking and long-term account planning expertise. 

• Deep understanding of enterprise Customer Success methodologies and value realization frameworks. 

• Advanced commercial and financial acumen, including profitability management and growth strategy alignment. 

• Demonstrated knowledge of the Property & Casualty insurance industry, including commercial insurance markets, business drivers, industry trends, and established professional networks and relationships. 

• Ability to influence and lead across highly matrixed organizations without direct authority. 

• Strong executive communication, presentation, negotiation, and facilitation skills. 

• Ability to manage complex customer escalations and drive resolution across multiple stakeholder groups. 

• Strong analytical and operational problem-solving capabilities in dynamic enterprise environments. 

• Experience aligning technology roadmaps and business strategies across customer and vendor organizations. 

• Ability to coordinate effectively across Customer Success, Product, Engineering, Operations, Professional Services, Sales, and partner ecosystems. 

• Understanding and practical application of AI-enabled productivity tools and technologies, including generative AI platforms such as ChatGPT, Microsoft Copilot, and similar solutions, to improve effectiveness, decision-making, and business outcomes. 

• Demonstrated “One Team” mindset focused on collaboration, shared accountability, customer-centric decision making, and driving clear business outcomes across internal and external stakeholder groups. 

• High level of accountability, professional judgment, resilience, and executive presence. 

• Cultural agility and ability to operate effectively across global customer and partner environments. 

• Commitment to continuous improvement, operational excellence, and alignment with Duck Creek Technologies’ mission, vision, and core values. 

CORE COMPETENCIES

Our team is built on strong core values that guide how we work and grow together. We prioritize clear and thoughtful communication, fostering open collaboration across diverse perspectives to achieve shared goals. We approach challenges with curiosity and critical thinking, seeking creative solutions while remaining adaptable in a fast-changing environment. We take accountability for our work and outcomes, holding ourselves to high standards of integrity and professionalism. Above all, we are committed to doing the right thing—treating others with respect, embracing continuous learning, and engaging inclusively across cultures and backgrounds.

LEARN MORE

- Company Website – Transforming Insurance with Duck Creek's SaaS Solutions
 - Life at Duck Creek – Life at Duck Creek - Duck Creek
 - Benefits & Rewards – Wellbeing & Rewards - Duck Creek

LOCATION & WAYS OF WORKING

Duck Creek is a flexible-first company, offering employees autonomy in how they manage their day-to-day work. As part of our Flying Together approach, we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations.

This role is aligned to a specific location, and you are expected to reside within reasonable proximity to that location. You will partner with your leader to participate in meaningful in-person moments that support team connection, collaboration, and business priorities.

At the start of your employment, your work may be performed remotely, subject to business needs and company guidelines. As our Flying Together approach continues to evolve, you may be expected to transition to a hybrid work arrangement, including working from a designated office location on a schedule determined by your leader and organizational needs.

The Company reserves the right to modify your work arrangement, including location expectations and in-person requirements, based on business needs, organizational policy, or regulatory considerations.

WHAT WE STAND FOR

Our global team values the unique perspectives each employee brings. Our success is driven by an inclusive culture where everyone can learn from one another, regardless of role or background. This collaborative approach helps us continuously improve our products, services, and systems.
 
Duck Creek is committed to equal opportunity for all employees and applicants, with decisions based on skills, experience, and achievements—without regard to any protected status.
 
We strive to lead by example in inclusion, diversity, and equity, creating an environment where employees can be their authentic selves. Our values guide us: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead.
 
To learn more: https://www.duckcreek.com/life-at-duck-creek/

AI STATEMENT

To ensure an equitable and consistent process, candidates are expected to complete all interviews based on their own knowledge and experience. The use of AI tools during interviews is not permitted.

PRIVACY NOTICE

By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data – Refer Privacy Notice

NOTICE

Duck Creek Technologies does not accept agency resumes.