Senior Customer Success Manager, Hi Marley
+ Stock options
Office located in Greater Boston area, MA
Communication platform for the insurance industry
Open for applications
Communication platform for the insurance industry
101-200 employees
Open for applications
+ Stock options
Office located in Greater Boston area, MA
101-200 employees
Company mission
To provide the insurance ecosystem with a comprehensive communication platform.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
The insurance industry can be notoriously frustrating for policyholders during the claims process, with a reported 40% of people considering a switch of insurers following a claim. This is the outcome that Hi Marley wants to help carriers avoid.
The company uses an AI-enabled communication platform designed to allow insurance carriers and their partners to talk to policyholders in real time via simple text messaging. This ultimately gives carriers more opportunities to satisfy and retain their customers.
Hi Marley has enjoyed rapid in recent years, with a quadrupling of its user base. It has also more than doubled the number of carriers using its platform, which now include the likes of American Family, MetLife, Auto-Owners, Erie, and MAPFRE. Improvements such as the addition of a suite of collaborative tools to its platform seem likely to help it maintain its edge in the market.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2023
$12m
SERIES B
Mar 2021
$25m
SERIES B
Total funding: $62.5m
Company benefits
- Full benefits package including parental leave, a matching 401k program, and medical, dental, vision, disability, and life insurance
- Open vacation policy - we all work hard and take time for ourselves when we need it
- Generous stock options - we all get to own a piece of what we’re building
- A fun, lively startup culture
- Core values-based leadership
- A culture of employee engagement, diversity and inclusion
- Ample opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup
Company HQ
Downtown Crossing, Boston, MA
Leadership
Mike Greene
(Co-Founder & CEO)Mike spent 5 years as an Accenture Management Consultant before working as an IBM Associate Partner and co-founding Futurity Group. They worked for Aon for 7 years before co-founding Hi Marley as CEO in June 2017.
Mitesh Suchak
(Co-Founder & Board Member)Mitesh was Managing Partner at Futurity Group before becoming Partner at Aon Inpoint. After 7 years, they left this role to co-found Hi Marley (originally as COO).
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