Job Description

Customer Success Senior Manager

The Customer Success Manager is accountable for continuity and successful execution of all stages of the customer journey. We expect that our customers will see their Success Manager as a trusted advisor and true partner – encouraging customer teams to adopt best practices, advocating for their needs back to other Guidewire teams, and helping to find new ways to derive value from their Guidewire investment. The end goal is a set of satisfied customers that make daily use of the platform, that renew their subscriptions, and are eager to expand the footprint of the Guidewire solutions within their organization.

Responsibilities:

• Ensure Guidewire customers continuously achieve the maximum value from their Guidewire investment

• Consistently engage with customers fostering knowledge of the customer’s product experience and strategic business needs

• Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire products and services

• Provide early insight and adoption recommendations for new products and product features

• You will be responsible for product adoption of one or more Guidewire solutions helping customers to maximize the value of their Guidewire investment

• When appropriate, you will take the point of driving to a successful conclusion customer issues or situations, following the standard Guidewire methodology and involving other departments and individuals as necessary.

• At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.

• You will develop a deep and cross-functional understanding of the key business challenges of your customers.

• Ensure visibility of program and customer health both internally and with customer teams

• Account management:

  • Ability to create & improve strategic relationships with Insurance carriers decision makers (C level, Business), and become strategic partner & trusted advisor.

  • Account governance

  • Account Health, NPS/CSAT management

  • Account planning with ARR growth KPI

  • Product penetration: Identify and mature opportunities (cross sell / upsell) until the opportunities are qualified

• At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.

Required Skills/Experience:

• 10 years relevant work experience – prior Customer Success roles, implementation delivery or sales

• Demonstrated executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views (and personalities) and engender honest feedback and appraisal

• Demonstrated ability to work on multiple initiatives or accounts simultaneously and under pressure

• Ability to travel as needed to client locations, industry events and company initiatives

• Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement.

• Guidewire office will be London, UK or remote in UK, to be agreed.

• Targeted accounts from the UK region.

• Demonstrated ability to embrace AI and apply it to your role as well as use data-driven insights to drive innovation, productivity, and continuous improvement.

Desired Skills: