Director of Customer Experience & Scaled Success, Hi Marley
$115.5-214.5k
Offers equity
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
$115.5-214.5k
Offers equity
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
- 8-10+ years in Customer Success, Customer Experience, Lifecycle Programs, Community, or related B2B SaaS roles
- Experience building scalable customer engagement systems, beyond managing campaigns
- Proven ability to operationalize repeatable customer motions in growing organizations
- Strong understanding of customer journey design, adoption systems, and behavioral engagement
- Experience reducing operational complexity and improving leverage for customer-facing teams
- Data-driven mindset with the ability to use behavioral and engagement signals to improve outcomes
- Comfort operating in ambiguity and building systems from scratch
- Strong cross-functional collaboration skills
- Curiosity about AI-enabled workflows and how customers adopt new operational behaviors
- Builder mentality: pragmatic, iterative, and execution-oriented
- A genuine curiosity about AI and emerging technologies, paired with the judgment to apply them thoughtfully and responsibly
What the job involves
- We are looking for a Scaled Success / Customer Experience Leader to define and evolve how Hi Marley engages customers at scale
- This is leadership role responsible for building the programs, journeys, and engagement systems that help customers successfully adopt our products, realize value quickly, and deepen their partnership with Hi Marley over time
- You will own the strategy and architecture of our scaled engagement model: the onboarding and adoption journeys, customer forums, advocacy initiatives, and community experiences that drive engagement, retention, and long-term customer success across our customer base
- You will help define how customers move from initial deployment to confident, habitual usage - and ultimately into advocates who influence our product and champion our brand
- This role is ideal for a builder who thrives at the intersection of customer experience, lifecycle design, behavioral engagement, and operational scale - someone energized by turning ambiguity into repeatable systems that improve both customer outcomes and team leverage
- If you’re energized by building, motivated by impact, and excited to shape the future of learning and enablement in a company that’s scaling quickly and thoughtfully, we’d love to meet you
- 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
- Build scalable onboarding and adoption journeys that create more consistent customer experiences
- Reduce operational and coordination burden on Customer Success Managers through repeatable programs, workflows, and engagement systems
- Design automated and semi-automated engagement motions using lifecycle, behavioral, and product usage signals
- Identify customer friction points, adoption gaps, and engagement drop-offs, and design interventions to improve outcomes at scale
- Design and evolve customer programs including webinars, forums, community initiatives, advocacy, and executive engagement experiences
- Drive experimentation and continuous optimization of journeys and programs
- Define and own metrics and performance outcomes (adoption, engagement, NRR, customer health)
- Partner cross-functionally with Customer Ops, Learning & Enablement, Marketing, Product, and Customer Success to deliver cohesive and valuable experiences
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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