Manager, Customer Success

Manager, Customer Success Get AI‑powered advice on this job and more exclusive features. About Us 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. Running 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. 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. 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. Why Join Us? 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. About The Role The 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 do Lead and manage the CSM team responsible for ensuring we are driving tangible business outcomes for Quandri’s customers. Provide direct coaching and mentorship to your team in support of their growth and development. Recruit top CSM talent as we grow our team. Implement a consistent team operating rhythm, communication cadence, and meeting structure. Manage internal documentation of key processes and resources. Manage the forecasting, management and improvement of our renewal process, ensuring we successfully renew. Identify at‑risk customers prior to renewal and develop resolution strategies in partnership with your team and other cross‑functional stakeholders. Identify upsell or cross‑sell opportunities through ongoing customer touchpoints. Coordinate and work closely with the sales team to close opportunities. Become an expert in our products and clearly communicate the value and impact of Quandri. Understand the fundamentals of the insurance broker landscape and day‑to‑day personal lines renewal processes. Build multi‑threaded relationships with assigned customers at the primary contact, champion, and decision‑maker level. Serve as the first point of escalation for your team. Build and implement processes and playbooks that support delivering customer outcomes. Define and implement value metrics with customers that support the realization of our partnership impact. Be an exceptional partner, working closely with all functions within Quandri to bring our customers to the core of our business. Act 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 excellence. The ideal candidate 3+ years of people management experience. 5+ years of client‑facing experience in Customer Success. Experience overseeing both SMB and enterprise customer experience motions. Experience forecasting revenue targets and managing retention and expansion metrics. High level of comfort speaking with executives externally (customers) and internally both in person and virtually. Ability to implement consistent process to capture and quantify customer outcomes that show positive ROI. Proven track record of leading teams to exceed their goals. Built Customer Success playbooks, processes, and scaled motions from the ground up. Desire to work in a fast‑paced, collaborative environment with peers who challenge you to grow. Bias toward action. Travel required. Bonus points if you have Experience in a high‑growth startup environment, Series A to C. Experience in insurance technology or workflow automation technology. Vancouver‑based or willing to relocate with enthusiasm for hybrid work environment and in‑person collaboration (3 days / week in our Olympic Village office). Salary & Benefits The range for base pay is $120,000 to $150,000 CAD, dependent on level of experience and performance. Employee stock options based on experience level. Comprehensive health benefits, including Lifestyle Spending Account. Four weeks of paid vacation per year. Work anywhere in the world for 60 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). Our guiding principles Customers at the core. We 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. Move with urgency. We default to acting fast and with urgency. Be curious. We understand the world by being curious and asking why. Excellence in execution. We commit ourselves to excellence in everything that we do. Act like an owner. We follow through on commitments, own our results and think long‑term. Fight for simplicity. We believe in streamlined solutions and are committed to the uncomplicated. Equal Opportunity Employer Quandri is dedicated to fostering a diverse and inclusive workplace. We are an equal opportunity employer and comply with Canadian labour laws. We do 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. Apply with Confidence Don’t let imposter syndrome stop you from applying. Great people sometimes don’t have the “right” experience. If you think you’ll be amazing at this role, we encourage you to apply. AI in the Hiring Process 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. Job Details Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Other Industries: Transportation, Logistics, Supply Chain and Storage #J-18808-Ljbffr