Position Details

Salary $176K – $264K USD / year

Type Full-Time

Experience executive

Exp. Years Not specified

Education Not specified

Category Customer Success & Support

About this role

Client Partner role within Guidewire's Customer Success organization, focused on maximizing account business performance and ensuring customer delight. You will serve as the executive face of Guidewire for strategic customers and lead adoption and value realization from pre-sales through implementation and ongoing subscription value.

Key Responsibilities

Collaborate with GW teams and customers to lead customer value with Guidewire solutions
Manage account strategy and optimize P&L outcomes including ARR targets and long-term value
Set and manage account-level KPIs such as churn, adoption, ARR, NPS/CSAT
Serve as a trusted advisor to CxOs and business units throughout the Path to Success
Coordinate cross-functional resources to create a cohesive, matrixed customer experience; lead Guidewire Cloud transition initiatives

Technical Overview

Guidewire Cloud customer-facing role centered on driving adoption and strategic alignment, including leading initiatives for customers considering or transitioning to Guidewire Cloud. Works closely with Cloud Ops, Product, Services, and Customer & Partner Success teams to coordinate a customer-centric journey and advocate requirements that influence the product roadmap.

Ideal Candidate

The ideal candidate is an executive-level customer success leader who partners with C-suite stakeholders at strategic accounts and drives adoption and value realization. They have strong experience managing account strategy and KPIs (including ARR, churn, adoption, and NPS/CSAT) while coordinating cross-functional teams to deliver outcomes through implementation and beyond.

Must-Have Skills

Interact with the C-suite of largest strategic customersMaximize business performance of the account(s)Build trusted customer relationshipsCraft and execute a strategy for customer adoption and value realizationAdvocate for customer requirements to influence Guidewire Cloud product roadmapManage account strategy aligned with customer prioritiesSet and manage account KPIs such as churnadoptionARRNPS/CSATCollaborate with salesCloud OpsProductServicesCustomer & Partner Success teams

Nice-to-Have Skills

Not specified

Tools & Platforms

Guidewire CloudCustomer Success programsSalesCloud OpsServicesCustomer & Partner Success

Required Skills

Customer success program leadershipcustomer relationship managementaccount strategy managementP&L outcomesforecastingARR targetschurnadoptionNPS/CSATsubscription value realizationc-suite stakeholder managementtrusted advisorGuidewire Cloud adoption

Hard Skills

Customer success program leadershipAccount strategy managementCustomer relationship management (CRM)ForecastingARR targets managementReturn on investment (ROI) managementChurn managementAdoption managementNPS/CSAT managementSubscription renewal value managementC-suite executive stakeholder managementStrategic advisory for customersJoint strategic journey managementKPIs trackingMatrixed environment program coordinationCloud transition initiative leadershipGuidewire Cloud adoption enablement

Soft Skills

Strategic leadershipTrusted advisor relationship buildingThought leadershipCustomer delight focusNegotiation and advocacyCross-functional collaborationInfluencing product roadmap through customer requirementsTravel coordination (implied by 'Additionallyyou will travel the Path to Success with the customer')Account business operations leadership

Industry & Role

Industry SaaS

Job Function Drive strategic customer success for Guidewire Cloud accounts by managing account performance and adoption outcomes.

Role Subtype Client Success Manager

Keywords for Your Resume

Client PartnerCustomer SuccessCustomer Success/Full time/RemoteC-suitestrategic business leadertrusted advisorcustomer delightcustomer relationship managementARRlong-term valueforecastingP&LchurnadoptionNPS/CSATKPIssubscriptionPath to SuccessGuidewire Cloudcustomer-centric experiencestrategic journeytier 1 customerspre-salesimplementationCloud Ops

Deal Breakers

Must demonstrate experience working with C-suite stakeholders on strategic accounts, Must demonstrate KPI/account management experience tied to ARR, churn, adoption, and NPS/CSAT

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