Lead Customer Success Manager

Our mission at Quandri is to transform insurance into a trusted and delightful experience using AI. We do this by delivering an AI operating system for North America’s best insurance agencies and brokerages. What we do

Quandri is transforming the insurance experience for policyholders across North America by providing AI to the industry’s critical stakeholders
- insurance agencies and brokerages. Insurance agents are the lifeblood of the insurance industry, and are where most Property & Casualty insurance is sold and serviced. Yet, there are forces making it harder than ever for them to operate; more consolidation, rising talent crisis, increasing complexity of insurance and the AI revolution are significant challenges for how agencies have typically operated. This challenge is a massive opportunity to rethink how insurance agencies operate. Quandri is at the cutting edge of this change, delivering real transformation to the entire insurance experience one process at time through the deep understanding of insurance workflows, systems and data paired with deep technical capabilities and proprietary models. We’re making insurance better for policyholders, while helping insurance brokerages deliver a better client service, grow faster, and harness AI so that they control the future of insurance distribution. We are moving fast and focused on customer impact. You will enjoy and be successful at Quandri if you: Have a deep customer focused mindset Can operate in a fast paced environment where change and innovation is a constant Take high levels of ownership in everything you do Have AI-first thinking and want to apply AI to solve the world’s problems of tomorrow Operate with urgency, and aren’t afraid to move fast and make some mistakes along the way Are low ego, and believe more in achieving the best outcome for our customers and achieving big goals as a team Want to have a big impact, and are not content with making changes at the edges Our head office is in Vancouver BC, with ¾ of our team working here and the rest distributed across North America. We’re backed by leading US and Canadian investors, are growing fast, and have a few awards to prove it: LinkedIn’s Top Canadian Startups in 2024 & 2025 CB Insights’ Insurtech 50 and Fintech 100 Globe and Mail’s Top Growing Companies in Canada. Most importantly, if you want to do the best work of your life changing an industry with technology alongside talented people who are both high-performing and kind, Quandri is the place for you.

About the Role

The Lead Customer Success Manager at Quandri is a strategic role responsible for owning and advancing our largest, most complex enterprise accounts, especially as we focus on the US market. This role requires a seasoned professional who can effectively engage with C-Suite and executive stakeholders, drive deep product adoption, and lead cross-functional relationships that deliver measurable business outcomes. You will serve as the primary advocate and trusted advisor for your assigned enterprise customers, accountable for driving retention, revenue growth and overall customer value realization. Partnering closely with Sales, Product, Marketing and Implementation teams, you will ensure Quandri becomes an integral part of our customers’ success in automating insurance brokerage processes. This role demands high ownership, strong executive presence, and the ability to navigate complexity with a solutions-oriented mindset to move relationships and outcomes forward. What you’ll do:

Become an expert in our products and be able to clearly communicate the value and impact of Quandri Understand the fundamentals of the insurance broker landscape and the day to day personal lines renewals broker processes Provide adoption and change management sessions with our customers and their teams on how to properly use our product Own end-to-end relationships with assigned large enterprise customers as the face and voice of Quandri Build and maintain multithreaded connections at executive operational, and technical levels Lead strategic conversations, business reviews and executive alignment sessions that drive customer goals, retention and expansion. Proactively manage stakeholder changes by identifying and cultivating new contacts while reinforcing existing partnerships Develop and execute tailored, data-driven success plans aligned to each customer’s business objectives and insurance workflows Develop Success Plans for each of your accounts, ensuring business metrics are clear, success criteria are defined and an action plan is established. Forecast renewals and identify account risks early and coordinate internal resources to mitigate churn and service issues Collaborate closely with Sales to uncover and support revenue expansion and upsell opportunities Plan, coordinate, and lead end-to-end onsite workshops and working sessions at customer offices, facilitating strategic alignment and collaborative problem s