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Sr. Customer Success Manager
Full-time
Hi Marley is on a mission to transform how the P&C insurance industry communicates, building AI-powered software that keeps everyone in the claims conversation informed and connected. As a Sr. Customer Success Manager, you will be the backbone of the relationship with our customer base, maintaining high customer satisfaction by building lasting relationships and ensuring customers realize full value from their investment with Hi Marley.
What You'll Do
Team with Account Managers to maintain positive relationships and own customers' success with the platform, measured through retention rate, NPS, and engagement metrics.
Act as the expert on each customer's strategic goals and outline prescriptive success plans that map to value realization and ongoing user engagement.
Engage regularly through operational reviews, check-ins, and email to drive program adoption and track goals.
Identify opportunities to expand the relationship and support customer growth.
Drive risk mitigation by working cross-functionally and ensuring accountability across departments.
Work agile with customer success, product, and engineering teams to keep the voice of the customer central.
What We're Looking For
5–7+ years of relevant experience in Customer Success or related roles, including ownership of complex or enterprise customers.
Strong relationship builder able to connect with diverse stakeholders, including senior executives, legal, technical, finance, sales, and marketing.
Track record of consultative, proactive support and a proven ability to drive change with customers.
Ability to quickly grasp and succinctly explain technological and business concepts.
Experience in the insurance or insure-tech industry and willingness to travel about once a month.
