Senior Customer Success Manager

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

• 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
• 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