Senior Customer Success Manager

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

As a Senior Customer Success Manger , you will be in the driver's seat to purposefully guide carriers to achieve max engagement and value with Hi Marley. You will work as a trusted partner with our largest customers to ensure they are successful. You will do this by immersing yourself in the customers' business, deeply understanding their goals, and ultimately building strong customer relationships. You'll develop impactful engagement strategies and share valued proven practices. You will work cross functionally to share customer insights and ensure that Hi Marley continues to create the most lovable experiences. We thrive on teamwork and shared enthusiasm, which is why this role involves joining us in the office for two days each week.

What You'll Do :

• Guide customers to achieve their business outcomes through the use of Hi Marley by demonstrating knowledge of the product and industry trends and using business consulting and change management skills to implement proven practices
• Drive conversations about diagnosing needs, defining success plans, and quantifying impact
• Use data-driven insights to scale digital led and human led engagement strategies
• Deliver exceptional customer and user experiences, focusing on adoption and engagement
• Tackle at-risk customers head on and strategize a path to success
• Build trusted relationships with customers through relevant and meaningful interactions
• Be the consummate collaborator, connecting and aligning cross-functional teams towards our customer's success
• Break out the megaphone and advocate for our customers by connecting their feedback with the business or user impact, ensuring Hi Marley delivers what's most valuable
• Communicate the value of our products and services with an engaging narrative underpinned by data and highlighting real business impact
• Identify growth opportunities where our customers can leverage our products throughout their organization and partner with Account Management to convert that to expansion in the relationship

What We're Looking For

Who We Are :

Hi Marley has three core values that are the foundation of our company culture, which every employee embodies :

Benefits and Perks :

On top of an exciting, supportive and intellectually curious workplace, we provide :

Hi Marley is proud to be an equal employment opportunity employer. We celebrate diversity and do not discriminate based on gender, sexual orientation, gender identity, religion, race, veteran status, disability status, or any other characteristic protected by applicable law. We are committed to building an inclusive work environment representing a variety of backgrounds, perspectives, and skills, where all employees are encouraged to be their authentic selves.

Hi Marley participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information, please review the documents under "E-Verify Poster" here : https : / / e-verify.uscis.gov / web / OnlineResources.aspx