Executive Customer Success Manager in Vancouver

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.
Quandri is transforming the insurance experience for policyholders across North America by providing AI to the industry's critical stakeholders - insurance agencies and brokerages. 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. Have a deep customer focused mindset
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 3⁄4 of our team working here and the rest distributed across North America.
The Enterprise 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. 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.
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 solving with both customer stakeholders and internal Quandri teams.
Drive product adoption through customized guidance and change management tailored for complex insurance brokerages
Advocate internally by providing prioritized customer feedback and strategic insights to Product and Engineering teams
Partner with Implementation, Support, Product, Marketing and Sales teams to ensure a seamless customer experience and timely issue resolution
Share knowledge and continuously improve customer success methodologies and enterprise playbooks
Regular travel to customer sites across Canada and the US to lead onsite workshops, strategic meetings and business reviews
Ability to manage travel logistics, balance remote and in‐person engagements
5+ years experience in Customer Success or Account Management within a SaaS environment, with a minimum of 3 years managing strategic enterprise accounts
Knowledge of insurance brokerage workflows, personal lines insurance, or related financial services industries is highly desirable
Strong data‐literacy with the ability to analyze product metrics and translate customer‐use into demonstrable ROI
Proficiency in Microsoft Word, Excel, Powerpoint or G‐Suite equivalents
Proficiency in using a CRM platform (HubSpot preferred)
Aptitude for technology and the ability to learn to use different software programs quickly
The ability to effectively listen and communicate with customers in a professional manner
Demonstrated expertise orchestrating multi‐region or business unit transformation programs. Highly organized, managing multiple projects at a time.
Flawless English communication with commanding executive presence.
Detail‐orientation with ability to identify product‐gaps, configuration issues and blockers to adoption.
Demonstrate commitment and passion for creating positive customer‐centric interactions
Please note that the ability to travel at least 25% across North America is required for this role.
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. 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 commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.
We follow through on commitments, own our results and think long‐term.
The law of increasing functional information states that systems evolve to become more complex over time. We believe AI is a fundamental shift in how work gets done, not just a tool we occasionally reach for. The OTE range for this role is $145,000 - $175,000 CAD, which is dependent on level of experience
Comprehensive health benefits, including $500 Lifestyle Spending Account
Four weeks of paid vacation per year
Parental leave top-ups: 6 months for birthing parents, 8 weeks for non‐birthing parents (up to $100,000 annual salary)
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.