Lead Customer Success Manager

Job Description

Job Description

Who we are 

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.

Why join us?

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

• Deloitte’s Fast 50

• 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 solving with both customer stakeholders and internal Quandri teams.

• Drive product adoption through customized guidance and change management tailored for complex insurance brokerages

• Act as the product expert and advisor, translating Quandri’s platform capabilities into tangible business outcomes

• 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

The right person for this role will have:

• 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 

• High level of ownership and accountability

• 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. 

• Expert at mobilizing VP/Director-level sponsorship. 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. 

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. 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 prioritize their needs over all else within the company.

• Move with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.

• Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep.

• Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.

• Act like an owner. We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term.

• Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated.

• AI-first. We believe AI is a fundamental shift in how work gets done, not just a tool we occasionally reach for. At Quandri, we lead with AI, in how we build our product, how we run our operations, and how we think about every process and workflow. This isn't about replacing people; it's about unlocking them to do higher-value work.

Compensation and Benefits:

• The OTE range for this role is $145,000 - $175,000, which is dependent on level of experience

• Employee stock options, granted based off experience level upon hire and subject to a standard vesting schedule

• Employee stock options based on experience level

• Comprehensive health benefits

• Four weeks of paid vacation per year

• Work anywhere in the world for 60 calendar days of the year

• Parental leave top-ups for Canadian Employees: 6 months for birthing parents, 8 weeks for non-birthing parents (up to $100,000 annual salary)

Quandri is dedicated to fostering a diverse and inclusive workplace. 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.

Don’t let imposter syndrome stop you from applying. Great people sometimes don’t have the “right” experience. If you think that you’ll be amazing at this role then we encourage you to apply.

At Quandri, we build technology that automates the repetitive so people can focus on what actually matters — and we apply that same philosophy internally. In our hiring process, that means using AI to handle the administrative and logistical work so our interviewers can show up more fully in every conversation with you.AI tools support parts of our process, such as analyzing resumes and taking notes during interviews. But AI is never the decision maker. Every hiring decision is made by real people who are invested in getting it right — for you and for Quandri.If you have questions about how your information is handled or how we use AI, don't hesitate to reach out.