Director, Customer Deployment & Delivery

Overview

Hi Marley is on a mission to transform how the P&C industry communicates, using AI-powered software to keep everyone in the claims conversation informed and connected. We seek a director to lead our Customer Deployment & Delivery organization, evolve how we deliver value to customers as our product portfolio expands and AI-powered solutions grow in importance to the customer experience.

You will develop and lead a high-performing team responsible for implementation, integrations, onboarding, adoption readiness, and successful customer launches, ensuring customers achieve meaningful business outcomes while shaping the future of our delivery model. This role involves collaborating across teams and may require presence in the Boston office 2-3 days per week.

• Lead and develop a high-performing Customer Deployment & Delivery organization responsible for implementation, integrations, onboarding, adoption readiness, and successful customer launches
• Ensure customers achieve meaningful business outcomes while preserving the trusted-partner experience
• Build relationships with customer stakeholders and advise on adoption of new ways of working to maximize value
• Drive excellence in deployment outcomes from kickoff through transition to Customer Success
• Improve deployment methodologies, processes, playbooks, and tools to increase scalability, quality, predictability, and time-to-value
• Design and evolve delivery approaches based on customer segment, product complexity, and business objectives
• Establish and monitor KPIs for deployment quality, outcomes, adoption, productivity, and operational effectiveness
• Partner with Product, Engineering, Customer Success, Support, Sales, and Learning & Enablement to ensure a seamless customer experience
• Identify opportunities to leverage automation and emerging capabilities
• Help shape deployment and services models as the product portfolio expands and AI solutions become central to the customer experience
• Operate effectively in ambiguity and refine new deployment approaches
• Foster accountability, continuous improvement, customer obsession, innovation, and leadership development

• 10+ years of experience leading enterprise SaaS implementation, professional services, customer deployment, consulting, or customer transformation
• 5+ years of people leadership experience, including building and leading high-performing teams
• Experience in the P&C insurance industry and understanding of insurance operations and customer experience challenges
• Proven success leading complex deployments and driving measurable business outcomes in a B2B software environment
• Strong consultative leadership, relationship-building, and ability to influence executive stakeholders
• Experience designing and scaling operational processes, delivery methodologies, or service models
• Ability to collaborate across Product, Engineering, Sales, Customer Success, Support, and other teams
• Experience leading multidisciplinary teams with implementation, integration, consulting, and customer-facing delivery expertise
• Strong business acumen and communication skills for both technical and business audiences
• Ability to operate in ambiguity and drive progress in complex environments
• Growth mindset with curiosity about emerging technologies and evolving customer expectations
• Genuine curiosity about AI and emerging technologies with prudent, responsible application

At Hi Marley, we are committed to fair and transparent pay practices. The annual base salary for this role is expected to fall within the range of [$109,000–$202,000], depending on experience, skills, qualifications, and location. Offers are determined based on these factors as well as internal peer equity. It’s most common for new hires to start near the midpoint of the range, allowing room for growth as employees develop in their role.

In addition to base pay, we offer a comprehensive total rewards package that supports 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+…