Director, Customer Success Engineering

Duck Creek Technologies

2d•Remote

About The Position

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek. WHO WE ARE: Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies. Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance. We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location. If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”! To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter. WHAT YOU’LL DO: The Director, Customer Success Architect leads a regional team within the Customer Success Engineering group at Duck Creek Technologies. This role ensures strategic alignment and operational excellence in customer engagement architectures, focusing on scalability, technical expertise, and customer satisfaction. As a people manager, the Director drives collaboration across teams, implements best practices, and supports customers in maximizing the value of Duck Creek’s solutions throughout their lifecycle.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.
Minimum of 5 years of experience in customer success, solution architecture, or technical consulting within enterprise software organizations.
At least 5 years of technical team leadership experience in a regional or global capacity.
Proven expertise in managing customer escalations and delivering technical solutions.

Nice To Haves

Master’s degree in a relevant field or equivalent professional certification.
Experience with SaaS platforms, cloud infrastructure, and enterprise-level software solutions.
Industry experience in insurance or financial technology.

Responsibilities

Provide leadership for Customer Success Engineering initiatives, including technical solutioning, upgrades, and OnPrem-to-OnDemand migrations.
Act as a trusted technical advisor, facilitating high-level customer engagements and managing escalations effectively.
Support the implementation of Customer Success Engineering strategies aligned with organizational goals.
Partner with cross-functional teams to ensure adherence to technical standards and successful delivery of solutions.
Drive efficiency and scalability through process improvement, automation, and best practice adoption.
Monitor and report on KPIs, ensuring transparency and accountability across teams.
Foster a culture of ownership and accountability to achieve customer and organizational objectives.
Manage and mentor regional teams, focusing on talent development and performance management.
Support technical roadmaps and provide guidance for solution architecture tailored to customer requirements.
Oversee regional personnel planning, hiring, and resource allocation to meet demand.
Collaborate with peers in Sales, Services, Product, Engineering, and other departments to enhance customer satisfaction.
Maintain an in-depth knowledge of Duck Creek’s solutions and their application to customer needs.
Ensure smooth execution of customer upgrades, migrations, and technical escalations.
Perform all other duties and activities as required.