Senior Director, Customer Success Manager

About the role

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry. Our modern SaaS platform enables insurers to run agile, cloud-based operations and deliver better customer experiences. Duck Creek is a flexible-first company, offering employees autonomy in how they manage their work. As part of our Flying Together approach, we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations. This role is aligned to a specific location, and you'll partner with your leader to participate in meaningful in-person moments that support team connection and collaboration. ABOUT VISTA Duck Creek Technologies is a portfolio company of Vista Equity Partners, a global investment firm that partners with mission-critical enterprise software and technology-enabled businesses to drive growth and operational excellence. As part of a Vista portfolio company, you'll work in an environment backed by deep expertise, long-term investment, and a strong commitment to building market-leading businesses and meaningful careers. POSITION OVERVIEW The Senior Director, Customer Success Manager (IC) at Duck Creek Technologies is responsible for executive-level ownership and strategic leadership of one or more of Duck Creek's most significant global customer relationships. This role serves as the primary executive point of accountability for customer success, retention, growth, strategic alignment, and overall account health across complex enterprise environments. This position operates as a highly autonomous senior individual contributor responsible for developing trusted executive relationships, driving long-term customer value realization, and aligning Duck Creek's products, services, operations, and strategic investments with customer business objectives. The role partners extensively with executive leadership, Customer Success, Professional Services, Product, Engineering, SaaS Operations, Technology & Infrastructure, and external partners to ensure successful delivery, operational excellence, customer advocacy, and profitable growth. The Senior Director, Customer Success Manager (IC) represents Duck Creek at the executive level with customers, strategic partners, and industry stakeholders, while serving as a critical driver of customer satisfaction, account governance, strategic planning, and business expansion initiatives.

Responsibilities

• Maintain overall executive accountability for assigned strategic enterprise customer accounts, including customer satisfaction, retention, operational performance, and long-term partnership success.
• Develop and sustain trusted advisor relationships with executive and senior-level customer stakeholders, including C-suite, business, operational, and technology leadership.
• Drive customer satisfaction and relationship health through proactive engagement, governance programs, and executive alignment activities, including Net Promoter Score (NPS) improvement initiatives.
• Lead strategic account planning activities focused on retention, growth opportunities, business alignment, risk mitigation, and long-term customer success outcomes.
• Identify and pursue opportunities to expand Duck Creek's portfolio of products, services, and strategic initiatives within assigned accounts.
• Maintain accountability for overall account profitability, commercial alignment, and long-term financial performance in partnership with Sales and Finance leadership.
• Coordinate cross-functional collaboration across Customer Success, Professional Services, SaaS Operations, Product, Engineering, Technology & Infrastructure, Support, and Sales organizations to address customer priorities and operational needs.
• Lead executive-level escalations, strategic issue resolution, and complex customer governance activities across internal and external stakeholder groups.
• Partner with System Integrators, consulting organizations, and strategic solution partners to support customer delivery success and strengthen ecosystem alignment.
• Promote and support joint marketing, customer advocacy, thought leadership, and industry engagement activities in collaboration with customers and Duck Creek stakeholders.
• Collaborate with customers on aligned business, product, and technology roadmaps, ensuring strategic alignment between customer objectives and Duck Creek innovation priorities.
• Explore and facilitate opportunities for strategic co-investment, innovation initiatives, operational optimization, and long-term partnership expansion opportunities.
• Perform all other duties and activities as required.
• WHAT YOU'VE DONE
• Bachelor's degree or equivalent combination of education and professional experience.
• Minimum of 9 years of experience in Customer Success, enterprise SaaS, strategic account management, consulting, software delivery, or related customer-facing leadership roles.
• Minimu

Benefits

Additional Information

TITLE Senior Director, Customer Success Manager

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