Principal Implementation Consultant; Customer Delivery & Professional Services

At Hi Marley, we're not just a technology companywe'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.

An exciting opportunity exists for an experienced insurance professional on our Implementation Team.

Hi Marley is seeking a Principal Implementation Consultant (Customer Delivery & Professional Services) to be a part of our customer and partner facing implementation efforts and diligence activities.

Reporting to the Director of Implementation, this role serves as a trusted advisor responsible for defining and executing best practices, driving delivery excellence, and influencing cross-functional alignment.

As a member of the Implementation Team, this position plays a crucial role in leading large implementations with top-tier insurance carriers. This position works closely with Customer Success, Product Management, Engineering, and Sales.

We thrive on teamwork and shared enthusiasm, which is why this role involves joining us in the office for two days each week.

• Lead the successful onboarding and implementation of Hi Marley at large P&C carriers and insurance network partners
• Conduct in-depth insurance workflow discovery sessions with top‑tiers insurance carriers and network partners leveraging strong insurance knowledge and a consultative approach
• Attend pre‑sales meetings and act as an advisor to large insurance carriers on how to best implement Hi Marley into their workflows
• Monitor implementation KPIs and support reporting on carrier performance, delivery outcomes, and customer relationship health
• Serves an advisor and mentor to junior team members
• Continuously improve our implementation framework and methodology, ensuring high‑quality delivery and consistency
• Work closely with the Director of Implementation on shaping best practices across implementations and advising leadership on go‑to‑market/implementation strategy
• Champion the voice of the customer in internal conversations
• Oversee the design and governance of project planning frameworks that drive efficiency and alignment across customer programs.
• Update internal systems, such as Salesforce and Jira and client specific project plans in a real time cadence to reflect accurate project forecasting
• Lead, track and monitor multiple customer implementations, maintain customer onboarding pipeline, manage conflicts and ensure that appropriate resources are applied to the customer onboarding
• Identify, manage, report and elevate on Onboarding and implementation risks
• Represent Hi Marley Implementation team at pre‑sales meetings

• Exceptional project management skills with a track record of successfully leading SaaS implementation projects or insurance‑related transformations
• Demonstrated experience partnering with Sales, Product, and Engineering on customer needs, roadmap feedback, and solution design
• 7 to 10+ years of experience with a P&C insurance carrier as a Product Manager, Claims Manager or other business‑related function
• Strong problem‑solving skills and the capacity to navigate complex client environments effectively.
• Excellent Communication Skills and willingness to train team members on the P&C workflows and other related insurance topics
• Customer‑Centric Mindset with empathy, patience, and a passion for enabling customer success by aligning solutions to business needs.
• Adaptability to thrive in a fast‑paced, high‑growth, startup‑like environment where priorities shift quickly.
• Collaborative Approach with proven success working across teams and building strong internal and external relationships.
• Willingness to travel between 10‑20% of time
• Change…