Manager - Customer Success Operations

About Duck Creek Technologies

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. With more than 1,000 successful implementations to date, we remove the IT burden for insurers so they can focus on the business of insurance.

We are a flexible-first company with a flock of more than 1,500 employees across the globe. Through our "Flying Together" initiative, we build stronger connection and collaboration by bringing teams together for meaningful in-person moments while empowering employees with the flexibility to manage their day-to-day work. We believe insurance should be there for individuals and businesses when, where, and how they need it most.

About the Role

As the Manager, Customer Success Operations, you will oversee and optimize the operations of the Customer Success team to drive customer satisfaction, retention, and growth. This role exists to ensure operational excellence within the Customer Success organization by implementing best practices and aligning customer success initiatives with organizational goals.

In this position, you will serve as the primary interface between the Customer Success, CSM, CSE, and OBGL teams and internal organizations such as SaaS Operations, Product, Security, and Engineering. You will act as the day-to-day customer advocate and quality champion, proactively communicating upcoming releases and issue impacts. Your day will involve managing complex workflows, making strategic tradeoffs between short-term customer needs and long-term investments, and analyzing data to influence strategies that maximize the potential of your assigned customer portfolio.

Our Culture & Values

Duck Creek celebrates and leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. We are committed to providing equal opportunity to all employees and applicants without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.

We strive to be an example to the world of inclusion, diversity, and equity, where employees are free to be their authentic selves. Our shared commitment to our Core Values drives how we operate: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.

Hiring Process & Application

We use AI-assisted tools to support parts of the recruitment process, such as reviewing applications and identifying relevant skills. However, AI tools are used to assist—not replace—human judgment. All AI-assisted outputs are reviewed by a Duck Creek team member, and final hiring decisions are always made by people.

To learn more about our inclusive company culture, values, and people, please visit our Life at Duck Creek page. If you encounter accessibility barriers with our web content, please contact accessibility@duckcreek.com.

Please note that Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes. The application window for this position will remain open until the role is filled or a sufficient number of qualified candidates have been identified.