Senior Customer Success Manager, Hi Marley
$85-157k
In addition to base pay, this role includes a variable compensation component and equity
More information about location
2-3 days a week in office
Communication platform for the insurance industry
Be an early applicant
Communication platform for the insurance industry
101-200 employees
Be an early applicant
$85-157k
In addition to base pay, this role includes a variable compensation component and equity
More information about location
2-3 days a week in office
101-200 employees
Company mission
To provide the insurance ecosystem with a comprehensive communication platform.
Role
Who you are
- 5–7+ years of relevant experience including Customer Success or related roles, including ownership of complex or enterprise customers
- 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
- Demonstrates comfort with cross-functional collaboration with business and technical stakeholders
What the job involves
- We are growing rapidly and are looking for a Sr. Customer Success Manager within the insurance or insure-tech industry to join our team
- As a Hi Marley Customer Success Manager, you will be the backbone of our relationship with our customer base
- In this role you will maintain a high level of customer satisfaction by building lasting relationships with our customers and ensuring they realize full value from their investment with Hi Marley
- The Hi Marley Customer Success team seeks to build a culture of collaboration and customer-centricity. Teamwork and shared enthusiasm is a core part of our culture, which is why this role involves joining us in the Boston office for 2-3 days each week
- Team with Account Managers to maintain positive relationships with our customers and have ownership of Customers’ success with Hi Marley platform services; measured through retention rate, Customer Satisfaction (NPS), and other engagement metrics
- As the expert on each of your customer’s strategic goals, you will 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 engage in program adoption, evaluate needs and tracking of 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
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 growth 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 includes 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
Financial District, 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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