Manager of Customer Success

1 day ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.At Quandri, our mission is to unlock the world’s insurance data so brokerages and agencies can deliver the best possible service to their clients. Our Renewal Intelligence Platform is designed to help agencies save time, increase profitability, and drive better outcomes for their staff, clients, and business.What we doRunning a profitable personal lines book of business is harder than ever for insurance brokerages and agencies. Rising costs, market shifts, and staffing challenges make it tough to scale while delivering exceptional client service. Trusted by 100+ insurance agencies across North America, Quandri is transforming the policy renewal process with AI-driven automation, delivering data-driven insights, and enabling proactive workflows. Because of the high volume, high velocity nature of personal lines, today’s renewal process is often reactive — with brokers and agents focusing on clients who request help rather than adopting a proactive, data-driven approach. Quandri changes that. Our platform automates routine tasks, highlights at-risk accounts, and arms advisors with timely, data-driven recommendations. The result? Higher retention, more upsell and cross-sell opportunities, reduced E&O risk, and a better experience for both staff and clients.At Quandri, you’ll make a real impact alongside a team that’s as innovative and diverse as the industry we serve. Our culture is built around curiosity, collaboration, and continuous improvement. We’re a hybrid company with ¾ of our team in Vancouver and the rest distributed. Our Vancouver office is in Olympic Village, where we collaborate in person three days a week. We believe in flexibility, and we also know that great ideas come from working together.We’re backed by leading US and Canadian investors and are scaling quickly. We saw 3x ARR growth last year and plan to continue growing both revenue and our team. Named one of LinkedIn’s Top Canadian Startups in 2024 & 2025, we’ve already made a meaningful impact on the insurance industry. We’ve also been named to Deloitte’s Fast 50, highlighted on CB Insights’ Insurtech 50 and Fintech 100 lists, and featured amongst the Globe and Mail’s Top Growing Companies in Canada. Now, we want you to be part of our journey.About the roleThe Manager of Customer Success is a critical leadership role at Quandri, responsible for managing and leading our CSM function to deliver exceptional customer outcomes. Our Customer Success team is a core pillar of the revenue organization and essential to achieving our revenue goals — directly responsible for ensuring retention and revenue expansion from Quandri’s customer base.Reporting to the VP of Customer Success, you will oversee a team of CSMs who manage relationships with insurance brokerages across North America. You’ll build playbooks, coach your team to excellence, and serve as a strategic advisor on how we scale our customer success motion. Your leadership will directly impact our ability to retain and grow our customer base while delivering measurable value to the insurance brokers who depend on Quandri.What you’ll doLead and manage the CSM team responsible for ensuring we are driving tangible business outcomes for Quandri’s customersProvide direct coaching and mentorship to your team in support of their growth and developmentEffectively manage CSM capacity and recruit top CSM talent as we grow our team; implement a consistent team operating rhythm, communication cadence, and meeting structureManage internal documentation of key processes and resourcesManage the forecasting, management and improvement of our renewal process, ensuring we successfully renewCustomer contractsIdentify at-risk customers prior to renewal and develop resolution strategies in partnership with your team and other cross-functional stakeholders where additional support is neededIdentify upsell or cross-sell opportunities through ongoing customer touchpointsCoordinate and work closely with the sales team to close opportunitiesBecome an expert in our products and clearly communicate the value and impact of QuandriUnderstand the fundamentals of the insurance broker landscape and day-to-day personal lines renewals processesEnsure we are building multithreaded relationships with assigned customers at the primary contact, champion, and decision-maker levelServe as the first point of escalation for your teamBuild and implement processes and playbooks that support delivering customer outcomesDefine and implement value metrics with customers that support the realization of our partnership impactBe an exceptional partner, working closely with all functions within Quandri to bring our customers to the core of our businessAct as an advisor to the VP of Customer Success and broader team, bringing insights, learnings and recommendations to ensure we’re delivering at a standard of excellenceThe Ideal person for this role will have3+ years of people management experience5+ years of client-facing experience in Customer SuccessExperience both overseeing SMB & enterprise customer experience motionsExperience forecasting revenue targets and managing retention and expansion metricsHigh level of comfort speaking with executives externally (customers) and internally both in person and virtualAbility to implement consistent process to capture and quantify customer outcomes that show positive ROIProven track record of leading teams to exceed their goalsHaving built Customer Success playbooks, processes, and scaled motions from the ground upDesire to work in a fast-paced, collaborative environment with peers who challenge you to growBias toward actionBonus points if you haveExperience in a high-growth startup environment, Series A to CExperience in insurance technology or workflow automation technologyVancouver-based or willing to relocate with enthusiasm for hybrid work environment and in-person collaboration (3 days/week in our Olympic Village office)The range for base pay is $120,000 to $150,000 CAD which is dependent on level of experience and performance.Employee stock options based on experience levelFour weeks of paid vacation per yearWork anywhere in the world for 60 days of the yearParental leave top-ups: 6 months for birthing parents, 8 weeks for non-birthing parents (up to $100,000 annual salary)Customers at the coreWe 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 urgencyThere 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 curiousWe 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 executionWe 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 ownerWe’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term.Fight for simplicityThe 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.Quandri is 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.Don’t let imposter syndrome stop you from applying. Great people sometimes don’t have the “right” experience. If you think that you’ll be amazing at this role then we encourage you to apply.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr