Customer Success Manager Jobs

About The Position

Requirements

• Bachelor’s degree in a technical discipline, or equivalent work experience in network administration, programming, or information systems.
• At least 6 years of professional software development experience.
• Experience in customer-facing roles.
• Experience managing teams and direct-report performance.
• Deep understanding of the Duck Creek product suite and its technical components, with the ability to share knowledge.
• Deep professional experience with C#, SQL, Visual Studio, Microsoft Foundation technologies, Windows Server 2003/2008 administration and configuration, JavaScript, XSLT, XML, HTML, CSS, and AJAX.
• Deep professional experience with .NET solutions, SQL, and relational database design.
• Experience with XML and XSL.
• Experience using generative AI and AI-powered development tools, such as GitHub Copilot, Microsoft Copilot, and automated code analysis and testing solutions, to improve engineering productivity, troubleshooting, and delivery efficiency.
• Ability to evaluate, implement, and govern AI-driven automation for software upgrades, impact analysis, code remediation, and operational processes while maintaining security, quality, and compliance standards.
• Effective verbal and written communication, including expressing ideas clearly, listening actively, and collaborating with colleagues and clients.
• Ability to work effectively in teams, build positive relationships, and incorporate diverse perspectives.
• Ability to analyze complex situations, identify problems, ask important questions, and generate creative solutions using critical thinking and informed decision-making.
• Willingness to accept responsibility for actions and work, and ability to set and achieve meaningful outcomes.
• Ability to adapt to change, embrace new technologies, and learn quickly.
• Legally authorized to work in the country where the job is located.

Nice To Haves

• Experience or knowledge of property and casualty insurance software applications.
• Experience or knowledge of the software development lifecycle for property and casualty insurance software.
• Experience with systems integration involving policy, billing, claims, reinsurance, and third-party systems.
• Experience implementing Duck Creek Example Platform solutions for Policy Administration, Billing, and/or ASW Claims.

Responsibilities

• Lead the project engineering team in defining and reviewing application requirements for security, integration, performance, quality, and operations.
• Oversee the planning, execution, and delivery of software upgrades while minimizing disruption and providing stakeholder status updates.
• Provide technical guidance to the development team and promote best practices in coding, testing, and deployment.
• Coordinate cross-functional teams to support timely upgrade delivery.
• Serve as the primary stakeholder contact for upgrade projects and manage expectations.
• Analyze release notes and code changes to assess the impact of new release features on existing applications.
• Debug custom and base code to diagnose issues and provide workarounds or solutions to customers and third-party implementation teams.
• Use Duck Creek upgrade tools to generate differential analysis and identify lower-impact upgrade paths.
• Identify opportunities to automate upgrade processes or develop utilities that improve efficiency.
• Manage tasks independently and demonstrate initiative and self-reliance.
• Interact with customer counterparts to triage issues and present solutions.
• Review work, mentor team members, and share knowledge.
• Identify and communicate risks that could affect upgrade schedules and develop mitigation strategies.
• Understand active delivery remediations and collaborate with customers to complete remediation work before upgrades.
• Develop and implement deployment plans that minimize downtime and support smooth production transitions.
• Provide post-deployment support and troubleshooting.
• Analyze deployment outcomes and implement process improvements and best practices.
• Manage team performance and develop direct reports’ knowledge and skills across products and customization practices.

Benefits

• Flexible work environment.
• Medical, dental, vision, life, and disability insurance.
• 401(k) retirement plan with employer match (6% employer match up to $12,000 annually).
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Paid holidays, vacation, and volunteer time.
• Employee Assistance Program (EAP).
• Annual bonus compensation, subject to plan terms and individual eligibility.