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Hi Marley · 14 hours ago

Sr. Customer Success Manager

Boston, MA

Full-time

Hybrid

Mid, Senior Level

$85K/yr - $157K/yr

5+ years exp

Hi Marley is a technology company on a mission to revolutionize the insurance industry with their conversational platform. The Sr. Customer Success Manager will maintain high levels of customer satisfaction by building relationships and ensuring customers realize full value from their investment with Hi Marley.

Artificial Intelligence (AI)InsuranceInsurTechInternet of ThingsMessaging

Growth Opportunities

Responsibilities

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

Qualification

Customer Success ManagementConsultative SupportRelationship BuildingPerformance MetricsCross-functional CollaborationEmpathyPositive AttitudeCommunication Skills

Required

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

Ability to travel about once a month