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Senior Customer Success Manager

Hybrid - Boston, MA

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.

As a Senior Customer Success Manger, you will be in the driver’s seat to purposefully guide carriers to achieve max engagement and value with Hi Marley.  You will work as a trusted partner with our largest customers to ensure they are successful. You will do this by immersing yourself in the customers’ business, deeply understanding their goals, and ultimately building strong customer relationships. You’ll develop impactful engagement strategies and share valued proven practices. You will work cross functionally to share customer insights and ensure that Hi Marley continues to create the most lovable experiences. We thrive on teamwork and shared enthusiasm, which is why this role involves joining us in the office for two days each week.

What You’ll Do:  

  • Guide customers to achieve their business outcomes through the use of Hi Marley by demonstrating knowledge of the product and industry trends and using business consulting and change management skills to implement proven practices
  • Drive conversations about diagnosing needs, defining success plans, and quantifying impact
  • Use data-driven insights to scale digital led and human led engagement strategies  
  • Deliver exceptional customer and user experiences, focusing on adoption and engagement
  • Tackle at-risk customers head on and strategize a path to success
  • Build trusted relationships with customers through relevant and meaningful interactions  
  • Be the consummate collaborator, connecting and aligning cross-functional teams towards our customer’s success
  • Break out the megaphone and advocate for our customers by connecting their feedback with the business or user impact, ensuring Hi Marley delivers what’s most valuable
  • Communicate the value of our products and services with an engaging narrative underpinned by data and highlighting real business impact
  • Identify growth opportunities where our customers can leverage our products throughout their organization and partner with Account Management to convert that to expansion in the relationship 

What We’re Looking For 

  • Experience: Experience in customer success or a similar customer-facing role. Experience in Insurance or Insuretech preferred. Proven ability to identify and execute successful change management / engagement strategies.
  • Critical Thinking: Ability to evaluate ideas, problem solve, and think outside-of-the-box. Leads with curiosity and a growth mindset.
  • Customer obsessed: Consistently seeks and brings the customer point of view and quantitative insights into company and account discussions. Your customer’s success is your success.
  • Relationship Management: Excellent communication and interpersonal abilities. A natural ability to build trust and credibility with a variety of stakeholders.
  • Data Driven: Ability to analyze data to identify trends and make data-driven recommendations to improve customer outcomes.
  • Organization: Excellent organizational and project management skills. Cares about the details.  High reliability and outstanding follow-through.
  • Communication: Storytelling skills to help audiences retain information and drive desired behaviors.  Excellent communication skills via phone, video conference, and email.
  • Collaborative: Thrives in a collaborative environment and enjoys working with cross-functional teams in a fast-paced, high growth environment.
  • Adaptability: An ability to roll up your sleeves and figure it out if something is unclear or unknown
  • Travel: Willing to connect with our customers in-person to ensure they are achieving maximum value from the platform, which may require travel about 6 times a year 
  • At this time, we are only able to consider candidates who are currently authorized to work in the U.S. and will not require sponsorship now or in the future.

Who We Are:
Hi Marley has three core values that are the foundation of our company culture, which 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.

Benefits and Perks:
On top of an exciting, supportive and intellectually curious workplace, we provide:

  • Full benefits package for employees working 30+ hours per week, including parental leave, a matching 401k program, and medical, dental, vision, disability, and life insurance.
  • Open vacation policy - we all work hard and take time for ourselves when we need it
  • Competitive salary and generous stock options - we all get to own a piece of what we’re building
  • A fun, lively startup culture
  • Core values-based leadership
  • A culture of employee engagement, diversity and inclusion
  • Ample opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup

 

Hi Marley is proud to be an equal employment opportunity employer. We celebrate diversity and do not discriminate based on gender, sexual orientation, gender identity, religion, race, veteran status, disability status, or any other characteristic protected by applicable law. We are committed to building an inclusive work environment representing a variety of backgrounds, perspectives, and skills, where all employees are encouraged to be their authentic selves.

Hi Marley participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information, please review the documents under "E-Verify Poster" here: https://e-verify.uscis.gov/web/OnlineResources.aspx

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