Sr. Customer Success Manager

About the role

We are a rapidly growing company in the P&C insurance industry, dedicated to transforming communication through AI-powered software. Our mission is to make claims conversations faster, easier, and more empathetic for both carriers and customers.

Responsibilities

• Team with Account Managers to maintain positive relationships with our customers and own their success with Hi Marley platform services.
• Outline prescriptive customer success plans that map to value realization and drive ongoing user engagement.
• Engage regularly with customers via operational reviews, check-ins, and email to evaluate needs and track goals.
• Identify opportunities to expand the relationship and support the growth of the customer.
• Drive the risk mitigation strategy by working cross-functionally and ensuring accountability across multiple departments within Hi Marley.
• Track and measure the net benefits of Hi Marley against well-defined customer goals and objectives and provide quantified data to customers and internal Hi Marley teams.
• Work agile; most specifically with our customer success, product, and engineering teams to ensure the voice of the customer is at the center of everything we do.

Qualifications

• 5–7+ years of relevant experience including Customer Success or related roles, including ownership of clients within P&C Insurance.
• Strong relationship builder who is able to connect and build trust with a diverse set of internal and external stakeholders; including senior executives, legal, technical, finance, sales, and marketing experts.
• Track record of providing consultative and proactive support to customers.
• Consistently meet or exceed internal performance metrics.
• Proven consensus builder who drives change with customers.
• Empathetic, positive attitude with a desire to help our customers reach their business goals.
• Ability to quickly grasp and succinctly explain technological and business concepts.
• Comfortable with cross-functional collaboration with business and technical stakeholders.
• Ability to travel about once a month.

Benefits

The annual base salary for this role is expected to fall within the range of $85,000–$157,000, 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, this role includes a variable compensation component. Total earnings will vary based on individual and/or team performance. In addition to base pay, we offer a comprehensive total rewards package that supports both your 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+ hours per week.
• A monthly wellness stipend.
• Paid parental leave.
• A flexible vacation policy - we all work hard and take time when we need it.

Pay

$85,000–$157,000 annually, depending on experience, skills, qualifications, and location.

Schedule

Hybrid work environment with 2-3 days in the Boston office per week.