Senior Customer Success Manager

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 

• Experience: Experience in customer success or a similar customer-facing role. Experience in Insurance or Insuretech preferred. Proven ability to identify and execute successful change management / engagement strategies.
• Critical Thinking: Ability to evaluate ideas, problem solve, and think outside-of-the-box. Leads with curiosity and a growth mindset.
• Customer obsessed: Consistently seeks and brings the customer point of view and quantitative insights into company and account discussions. Your customer’s success is your success.
• Relationship Management: Excellent communication and interpersonal abilities. A natural ability to build trust and credibility with a variety of stakeholders.
• Data Driven: Ability to analyze data to identify trends and make data-driven recommendations to improve customer outcomes.
• Organization: Excellent organizational and project management skills. Cares about the details.  High reliability and outstanding follow-through.
• Communication: Storytelling skills to help audiences retain information and drive desired behaviors.  Excellent communication skills via phone, video conference, and email.
• Collaborative: Thrives in a collaborative environment and enjoys working with cross-functional teams in a fast-paced, high growth environment.
• Adaptability: An ability to roll up your sleeves and figure it out if something is unclear or unknown
• Travel: Willing to connect with our customers in-person to ensure they are achieving maximum value from the platform, which may require travel about 6 times a year 
• At this time, we are only able to consider candidates who are currently authorized to work in the U.S. and will not require sponsorship now or in the future.