Customer Success Manager (Insurance Experience Preferred)

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:

The Customer Success Manager provides management, growth and retention of our valued Customers.  The role will have a range of assigned Customers but a focus on our largest enterprise Customers, leading key stages of the Customer journey including renewal and driving contract expansion. 

As the key point of contact for our Customers, this role is an important advocate for our Customers and facilitates organizational learning from Customer feedback. You will work closely with various internal team members to continue to create opportunities to deliver greater value to our Customers.

There is some flexibility on hours, travel and days of work pending our meeting the needs of the Customer Success team and our customers.  However, your core working hours will be based on EST business hours.

• Take ownership of a book of assigned customers and have a deep understanding of their business and goals
• Become an expert in our products 
• Prepare for and execute proactive Customer touch points that focus on driving value to the Customer 
• Provide knowledge sessions with our customers and their teams 
• Build multithreaded relationships with assigned Customers at the primary contact and decision-maker level
• Resolve concerns, issues and disputes with customers coordinating escalations internally as required
• Utilize our CSM as a key tool for Customer management 
• Review and use customer data to monitor their performance and conduct account reviews
• Manage contract renewals
• Identify upsell or cross-sell opportunities and coordinate with our sales team 
• Provide customer insights and feedback from our customers to our broader team
• Learn support workflow and be able to manage the support cue

• +3 years experience in the insurance industry (multiple backgrounds will be considered) or general Customer Success or Account Management experience 
• Any insurance industry experience is strongly preferred 
• 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

• 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 range for base OTE pay is $90k - $110k which is dependent on level of experience, performance and choice of stock option compensation
• This role is eligible for additional commission opportunities
• 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 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.