Sr. Customer Success Manager

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.

What You’ll Do:

• 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 <li data-leveltext="" data-font="Symbol" data-listid="13" data-list-defn-props="{"335552541"