Senior Customer Success Manager

Requirements 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 #J-18808-Ljbffr