Senior Enterprise Customer Success Manager

We’re Quandri, our mission is to unlock the world’s insurance data so brokerages and agencies can best serve their clients. Our Renewal Intelligence Platform is designed to help brokerages save time, increase profitability, and drive better outcomes for their staff, clients, and business. 

We saw 3x ARR growth last year and have plans to continue to grow both revenue and our team this year. Named one of LinkedIn’s Top Canadian Startups in 2024, we have already made a big impact on the insurance industry. However, what matters most is making our customer’s lives better one renewal at a time. We want you to be a critical part of that journey! We’re a hybrid company, with ⅔ of our team in Vancouver and the rest distributed. For those in Vancouver, we have an office in Gastown that we expect people to be at three days a week. We understand both the advantages of some flexibility around personal lives, and the positive interpersonal effects of in-person collaboration.

Running a profitable personal lines book of business is harder than ever for insurance brokerages. Market conditions, rising costs, talent shortages, and staffing constraints are just some of the challenges that hinder profit margins, scalability, and exceptional client service. Trusted by 5 of Canada’s top 10 brokerages, Quandri is transforming the renewal process with AI-driven automation, enabling proactive workflows and delivering data-driven insights.

Today’s renewal process is often reactive, with brokers focusing on clients who request help rather than adopting a proactive, data-driven approach. Quandri is revolutionizing renewals by offering a platform that uses AI and automation to streamline operations. This allows brokerages to retain more business, enhance client and staff experiences, reduce E&O risk, and boost sales through upselling and cross-selling.

Are you looking to make an impact in your next role? How about transforming an entire industry? At Quandri, we’re unlocking new frontiers in insurance. To do that, we model our culture as a crew of interstellar astronauts. As Quandronauts, we’re committed to building a company that is diverse and multi-faceted. We’ve raised venture capital from top US and Canadian investors to help us achieve our mission, and are now scaling to achieve this.

About the Role:

The Senior Enterprise 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 large 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. 

• 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
• Lead Mutual Value Plans, Solution Health Reviews and Strategic Business Reviews to demonstrate ROI and impact
• 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

• 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 business outcomes
• Excellent project management skills
• High level of ownership and accountability
• Proficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalents
• Proficiency in using a CRM platform (HubSpot preferred) 
• Ability to handle multiple responsibilities and prioritize efficiently
• Aptitude for technology and the ability to learn to use different software programs quickly 
• The ability to manage multiple Customer projects
• The ability to effectively listen and communicate with customers in a professional manner
• Effectively present to customers and run engaging customer meetings
• Well-organized with attention to detail
• Demonstrate commitment and passion for creating positive customer-centric interactions
• Travel required

• 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.

• The on target earning range for this role is $120,000 to $150,000 USD which is dependent on level of experience, performance and choice of stock option compensation
• Base: $102,000 – $127,500 USD
• Variable: 15% based on retention
• Eligible for 2–4% commission on expansion ARR
• Opportunities for both commission and variable pay
• Employee stock options based on experience level
• Comprehensive health benefits, including Lifestyle Spending Account
• Four weeks of paid vacation per year
• Work anywhere in the world for 60 calendar days of the year

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.