Senior Customer Success Manager @ Hi Marley

Senior Customer Success Manager

Posted on 3/28/2023

INACTIVE

Locations

Dorchester, Boston, MA, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Agile

Business Strategy

Management

Marketing

Sales

Requirements

3-5 years of experience in customer relationship management at the enterprise level
Proven ability to build and maintain strong relationships with a diverse set of internal and external customers; including senior level executives, legal, technical, finance, sales and marketing experts
Ability to track performance against team metrics in meaningful ways, allowing our team to showcase our impact with customers
Empathetic, positive attitude with a desire to help our customers reach their goals
Ability to quickly grasp and concisely explain technical and business concepts
Ability to collaborate with cross-functional business and technical teams to align toward customer objectives
Ability to travel up to 30% of the time
Hi Marley is proud to be an equal employment opportunity employer. We celebrate diversity and do not discriminate based on gender, sexual orientation, gender identity, religion, race, veteran status, disability status, or any other characteristic protected by applicable law. We are committed to building an inclusive work environment representing a variety of backgrounds, perspectives, and skills, where all employees are encouraged to be their authentic selves
Hi Marley participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information, please review the documents under "E-Verify Poster" here: https://e-verify.uscis.gov/web/OnlineResources.aspx

Responsibilities

Team with Hi Marley Account Management 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 user adoption metrics
Work agile; most specifically with our customer success, product, and engineering teams to ensure our customers are at the center of everything we do
As the expert on each of your customer's strategic goals, you will create prescriptive customer success plans that map to value realization and drive ongoing user engagement & strategic recommendations leading to successful business outcomes for our customers
Drive the risk mitigation strategy by working cross functionally and ensuring accountability across multiple departments within Hi Marley
Develop a trusted advisor relationship with customers, to ensure each customer's use of the Hi Marley solution closely aligns with its business strategy. Engage regularly with customers via strategic and operational reviews to evaluate needs and strategic direction
Identify opportunities to expand the relationship and generate leads for the Hi Marley Account Management Team
Track and measure the net benefits of Hi Marley against well-defined customer goals and provide quantified data to customers and internal Hi Marley teams

Hi Marley is the only digital communications platform built for insurance. With our innovative SaaS application, we are on a mission to transform the insurance industry one conversation at a time - and we are having fun and learning along the way! We celebrate each other’s victories in and outside of work, respect each other as individuals and professionals and value ideas over hierarchy. Hi Marley promotes a culture of continuous learning, by always seeking ways to be better for ourselves, our team and our customers.

We are growing rapidly and are looking for a Senior Customer Success Manager to join our team. You will be responsible for working with our largest and most strategic/enterprise customers. In this role you will maintain a high level of customer satisfaction by building long-term strategic relationships with our customers and ensuring they realize full value from their investment with Hi Marley. The Hi Marley Customer Success team specifically seeks to build a culture of collaboration and customer-centricity.

What You’ll Do:

Team with Hi Marley Account Management 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 user adoption metrics.
Work agile; most specifically with our customer success, product, and engineering teams to ensure our customers are at the center of everything we do
As the expert on each of your customer’s strategic goals, you will create prescriptive customer success plans that map to value realization and drive ongoing user engagement & strategic recommendations leading to successful business outcomes for our customers
Drive the risk mitigation strategy by working cross functionally and ensuring accountability across multiple departments within Hi Marley
Develop a trusted advisor relationship with customers, to ensure each customer’s use of the Hi Marley solution closely aligns with its business strategy. Engage regularly with customers via strategic and operational reviews to evaluate needs and strategic direction
Identify opportunities to expand the relationship and generate leads for the Hi Marley Account Management Team
Track and measure the net benefits of Hi Marley against well-defined customer goals and provide quantified data to customers and internal Hi Marley teams

What We’re Looking For

3-5 years of experience in customer relationship management at the enterprise level
Proven ability to build and maintain strong relationships with a diverse set of internal and external customers; including senior level executives, legal, technical, finance, sales and marketing experts
Ability to track performance against team metrics in meaningful ways, allowing our team to showcase our impact with customers
Empathetic, positive attitude with a desire to help our customers reach their goals
Ability to quickly grasp and concisely explain technical and business concepts
Ability to collaborate with cross-functional business and technical teams to align toward customer objectives
Ability to travel up to 30% of the time

Who We Are:
Hi Marley has six permission to play values (Integrity, Inclusive, Compassion, Respect, Gratitude, Coachable) and three core values that are the foundation of our company culture, which every employee embodies:

Max Courage - we encourage our team, our customers, and their customers to dream big, try new ideas and maximize impact by measuring risk.
Be Humble – we lead with appreciation and promote a culture of humility, compassion and openness to learn from anyone, anywhere.
Ubuntu “I am because we are” - we believe true success is much bigger than any single individual or company. By aligning our individual aims behind a shared purpose we can achieve our fullest potential, together.

What We Offer:
Our employees enjoy benefits that make them more productive and contribute directly to the development of their professional skills. We want to be able to attract the best of the best and make sure they keep getting better. On top of an exciting, supportive and intellectually challenging workplace, we are offering

A fun, lively startup culture
Core values-based leadership
A culture of employee engagement, diversity and inclusion
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
Competitive salary and generous stock options - we all get to own a piece of what we’re building
Ample opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup

Hi Marley is proud to be an equal employment opportunity employer. We celebrate diversity and do not discriminate based on gender, sexual orientation, gender identity, religion, race, veteran status, disability status, or any other characteristic protected by applicable law. We are committed to building an inclusive work environment representing a variety of backgrounds, perspectives, and skills, where all employees are encouraged to be their authentic selves.

Hi Marley participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information, please review the documents under "E-Verify Poster" here: https://e-verify.uscis.gov/web/OnlineResources.aspx