Senior Director, Customer Success Manager

Senior Director, Customer Success Manager responsible for executive-level ownership and strategic leadership of one or more global enterprise customer relationships. Acts as primary executive point of accountability for customer success, retention, growth, strategic alignment, and overall account health across complex environments. Functions as a highly autonomous individual contributor, developing trusted executive relationships with C-suite and senior leaders, driving long-term customer value, and aligning Duck Creek’s products and services with customer business objectives. Partners with cross-functional teams (Customer Success, Professional Services, Product, Engineering, SaaS Operations, Technology & Infrastructure, Support, Sales) to ensure successful delivery, governance, and profitable growth. Leads strategic account planning focused on retention, growth opportunities, risk mitigation, and alignment of customer objectives with Duck Creek innovation. Drives opportunities to expand the portfolio within accounts, maintains accountability for account profitability, and collaborates with Sales and Finance. Manages executive escalations and complex governance activities, engages with partners and system integrators, and promotes joint marketing, customer advocacy, and industry engagement. Collaborates with customers on aligned business, product, and technology roadmaps, seeking long-term partnership expansion and co-investment opportunities. Requires Bachelor's degree or equivalent, 9+ years in customer success/enterprise SaaS, and 5+ years managing large-scale enterprise relationships; preferred MBA or equivalent; experience in the Property & Casualty insurance domain and with cloud-based enterprise software is advantageous. Location is designated with in-person collaboration focus; start remotely with potential hybrid arrangements and relocation considerations as needed.