Sr. Customer Success Manager

About the role

At Hi Marley, our culture is built on three core values that every employee embodies: Max Courage - We encourage our team, our customers, and their customers to dream big, try new ideas, and maximize impact by measuring risk. Be Humble - We lead with appreciation and promote a culture of humility, compassion, and openness to learn from anyone, anywhere. Ubuntu ("I am because we are") - We believe true success is much bigger than any single individual or company. By aligning our individual aims behind a shared purpose, we can achieve our fullest potential - together. Life at Hi Marley: Life at Hi Marley is shaped by collaboration, learning, and genuine connection. We're proud to foster an environment where p

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

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
• Compensation, Benefits & Perks:
• In addition to base pay, we offer a comprehensive total rewards package that supports both your wellbeing and professional growth, including:
• 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

Benefits

Additional Information

Insurance touches people during some of the most challenging moments in their lives. Hi Marley is on a mission to transform how the P&C industry communicates, making those moments faster, easier, and more empathetic for carriers and the customers they serve. We build AI-powered software that keeps everyone in the claims conversation informed and connected. If you believe insurance can combine operational excellence and automation with a human touch, we'd love to meet you. 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 2-3 days each week.

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