Senior Manager, Customer Success Architect

Duck Creek Technologies

19h•Hybrid

About The Position

Duck Creek Technologies is an intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. They offer modern SaaS solutions, available via Duck Creek OnDemand, enabling insurers to run agile, intelligent, and evergreen operations. With over 1,800 employees globally, Duck Creek operates as a Flexible-First employer, allowing employees to choose between working from an office, home, or on a hybrid schedule. The Senior Manager, Customer Success Architect is a key leadership role within the Customer Success Engineering (CSE) group. This position involves mentoring a team of Customer Success Engineers, overseeing technical engagements, and ensuring the successful delivery of solutions that meet customer needs and business objectives. The role focuses on cross-functional collaboration and driving continuous improvement in alignment with Duck Creek’s mission to empower insurers through transformative technology. Reporting to the Director of CSE, this individual plays a pivotal role in ensuring adherence to enterprise standards, success of platform upgrades, and delivery of exceptional customer outcomes.

Requirements

Bachelor’s degree in a technical discipline or equivalent work experience in network administration, programming, or information systems.
6+ years of experience as a technical or solution architect implementing SaaS software.
3+ years of experience engaging with senior customer leadership and internal stakeholders.
Hands-on experience with DevOps practices, cloud environments (Azure/AWS), and container management (Kubernetes).
Strong understanding of enterprise SaaS infrastructure and multi-platform architectures.
In-depth knowledge of SaaS infrastructure and enterprise software deployment models.
Advanced problem-solving skills and a customer-centric approach to technical challenges.
An innovative mindset with out of the box thinking to build customer centric solutions within Product guardrails.
Excellent collaboration and relationship-building capabilities with customers and across functional teams.
Strong communication and presentation skills to engage diverse audiences.
A calm and collaborative approach to handle critical situations.
In-depth knowledge of SaaS platforms, cloud environments, and related infrastructure.
Adaptability and resilience in managing dynamic business challenges.
Proficiency in implementing disaster recovery, high availability, and performance optimization strategies.
Ability to design and execute complex deployment strategies while managing risks effectively.
Experience with governance processes, compliance standards, and audit readiness.
Advanced technical knowledge in CI/CD pipelines, cloud-native architecture, and security protocols.
Strong coaching and mentoring skills to support team development and knowledge transfer.
Strategic thinking to align technical solutions with business goals.
Resilience and composure under pressure, driving change and improvement when needed.
Proactive and customer-focused approach to resolving issues and ensuring satisfaction.

Nice To Haves

Advanced degree in a technical or business discipline.
3+ years of experience working with Duck Creek products.
Proficiency in .NET or Java, Azure or AWS frameworks, SQL Server, and Windows Server.
Certification in Azure/AWS architecture or equivalent.
Experience with microservices, containers, and infrastructure as code methodologies.
Experience in Cloud Native Evolutions and migrations

Responsibilities

Provide mid-level leadership and mentorship for the Customer Success Engineering team.
Act as a primary liaison to customer and internal leadership, managing technical escalations, conducting status updates, and ensuring alignment during new implementations, platform upgrades, migrations or key customer events.
Partner with cross-functional teams to ensure adherence to technical standards and successful delivery of solutions.
Foster a culture of accountability, collaboration, and customer centricity to meet business goals.
Drive operational efficiency, automation, and continuous improvement of processes, tools, and standards.
Maintain deep expertise in Duck Creek products, SaaS infrastructure, and technical architecture to achieve customer centric solutions.
Oversee environment preparation, technical reviews, and upgrade strategies for Duck Creek’s OnDemand platform.
Manage upgrade deployments, go-lives, and technical cutover strategies while coordinating with cross-functional teams to minimize risks.
Ensure high availability, support disaster recovery plans, and compliance with operational standards across customer environments.
Build and maintain a knowledge base of issues and best practices to drive efficiency and reduce time-to-resolution for future upgrades.
Provide ongoing technical guidance to implementation teams, ensuring adherence to Duck Creek’s processes and best practices.
Partner with Customer Success Managers and Segment Leads to optimize team workload, capacity planning, and project timelines.
Present technical issues and strategies to customer executives, partner leadership, governance boards and CSE leadership to align solutions and improvement opportunities.
Support team members' professional development and provide constructive feedback to strengthen team capabilities.
Assist in project-oriented duties to mature the evolving practice of supporting customers’ technical implementations in the Customer Success Engineering group