Manager, Customer Success

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.

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:

As the Manager of the Customer Success Team you will manage and lead our CSM function to ensure we are delivering exceptional customer outcomes.

Our Customer Success function is a core pillar of the revenue team and essential to achieving our revenue goals. The Customer Success team is directly responsible for ensuring the retention and revenue expansion from Quandri’s customer base.

What you’ll do:

• Oversee the CSM team responsible for ensuring the adoption, value, retention and expansion of Quandri’s customers
• Provide direct coaching and mentorship to your team in support of their growth and development here 
• Effectively capacity plan + recruit top CSM talent as we grow our team
• Implement a consistent team operating rhythm, communication and meetings
• Manage internal documentation of key processes and resources  
• Provide coaching, growth opportunity and lead training and enablement for the CSM team
• 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
• Take responsibility for the management of Customers by leading CSMs to achieve exceptional results with Quandri
• Ensure we are building multithreaded relationships with assigned Customers at the primary contact, champion and decision-maker level
• Serve as the first point of escalation for your team
• Build and implement process and playbooks the support delivering customer outcomes
• Define and implement value metrics with customers that support the realization the impact of our partnership 
• Ensure we are utilizing our CRM effectively, is up to date and perform audits as required
• Work in partnership with product team to ensure we utilize customer adoption and product data in our processes
• Maintain and report accurate forecasting for revenue retention and expansion 
• Identify at-risk customers prior to renewal and develop resolution strategies in partnership with your team + other cross-functional stakeholders where
• additional support is needed
• Oversee the coordination of Customer renewals to retain revenue - renewal motions starting at least 90 days in advance 
• Identify upsell or cross-sell opportunities for through ongoing Customer touchpoints
• Coordinate and work closely with the sales team to close opportunities
• Be an exceptional partner, working closing with all functions within Quandri to bring our customers to the core of our business 
• Act as an advisor to the VP of Customer Success, and broader team bringing insights, learnings and recommendations to how we can ensure we’re delivering at a standard of excellence 

The right person for this role will have:

• +3 years of people management experience
• +5 years experience in client facing, Customer Success or Account Management (preferable SaaS environment)
• Has overseen both a “tech touch (SMB)” and “high touch (enterprise)” customer experience motions
• Experience forecasting revenue targets
• High level of comfort speaking with executives externally (customer) and internally
• Proven track record of leading teams to exceed their goals
• Desire to work in a fast-paced, collaborative environment with peers who challenge you to grow
• Bias toward action

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.

Compensation and benefits:

• The range for base pay is $130,000 - $150,000 which is dependent on level of experience, performance and choice of stock option compensation
• 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.