Sr. Customer Success Manager

Hi Marley•Boston, MA

5d•$85,000 - $157,000•Hybrid

About The Position

At Hi Marley, we’re not just a technology company—we’re on a mission to revolutionize the insurance industry with our conversational platform that makes communication simple, efficient, and delightful. Built for carriers, powered by SMS, and designed by insurance experts, Hi Marley connects people through seamless, friendly conversations that save time, money, and hassle. Our platform helps insurance carriers strengthen customer relationships while streamlining operations. With a focus on collaboration, coaching, and powerful analytics, we deliver the insights insurance teams need when they need them—creating a smooth, frictionless experience for customers along the way. We are growing rapidly and are looking for a Sr. Customer Success Manager within the insurance or insure-tech industry to join our team. As a Hi Marley Customer Success Manager, you will be the backbone of our relationship with our customer base. In this role you will maintain a high level of customer satisfaction by building lasting relationships with our customers and ensuring they realize full value from their investment with Hi Marley. The Hi Marley Customer Success team seeks to build a culture of collaboration and customer-centricity. Teamwork and shared enthusiasm is a core part of our culture, which is why this role involves joining us in the Boston office for two days each week.

Requirements

5–7+ years of relevant experience including Customer Success or related roles, including ownership of complex or enterprise customers.
Strong relationship builder who is able to connect and build trust with a diverse set of internal and external stakeholders; including senior executives, legal, technical, finance, sales, and marketing experts
Track record of providing consultative and proactive support to customers
Consistently meet or exceed internal performance metrics
Proven consensus builder who drives change with customers
Empathetic, positive attitude with a desire to help our customers reach their business goals
Ability to quickly grasp and succinctly explain technological and business concepts
Demonstrates comfort with cross-functional collaboration with business and technical stakeholders
Ability to travel about once a month

Responsibilities

Team with Account Managers to maintain positive relationships with our customers and have ownership of Customers’ success with Hi Marley platform services; measured through retention rate, Customer Satisfaction (NPS), and other engagement metrics.
As the expert on each of your customer’s strategic goals, you will outline prescriptive customer success plans that map to value realization and drive ongoing user engagement
Engage regularly with customers via operational reviews, check-ins, and email to engage in program adoption, evaluate needs and tracking of goals
Identify opportunities to expand the relationship and support the growth of the customer
Drive the risk mitigation strategy by working cross functionally and ensuring accountability across multiple departments within Hi Marley
Track and measure the net benefits of Hi Marley against well-defined customer goals and objectives and provide quantified data to customers and internal Hi Marley teams
Work agile; most specifically with our customer success, product, and engineering teams to ensure the voice of the customer is at the center of everything we do

Benefits

Equity grants for all employees
A 4% matching 401(k) program
Medical, dental, vision, disability, and life insurance coverage for employees working 30+ hours per week
Monthly wellness stipend
Paid parental leave
A flexible vacation policy - we all work hard and take time when we need it

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