Customer Success Manager

At Hi Marley, we’re not just a technology company—we’re on a mission to revolutionize the insurance industry with our conversational platform that makes communication simple, efficient, and delightful. Built for carriers, powered by SMS, and designed by insurance experts, Hi Marley connects people through seamless, friendly conversations that save time, money, and hassle. Our platform helps insurance carriers strengthen customer relationships while streamlining operations.

With a focus on collaboration, coaching, and powerful analytics, we deliver the insights insurance teams need when they need them—creating a smooth, frictionless experience for customers along the way.

We are growing rapidly and are looking for a Customer Success Manager within the insurance or insure-tech industry to join our team. As a Hi Marley Customer Success Manager, you manage customer relationships and ensure customers realize value from their investment with Hi Marley. You own adoption, engagement, and retention outcomes for an assigned portfolio, executing established Customer Success motions with increasing independence.

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 two 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 create and execute prescriptive customer success plans aligned to customer goals and platform adoption, using established frameworks.
• Engage regularly with customers through check‑ins, operational reviews, and email to support adoption and track progress.
• Identify expansion opportunities and partner with Account Managers to support account growth.
• Drive risk mitigation by working cross‑functionally and escalating issues as appropriate.
• 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.

• 3–4+ years of professional/relevant experience
• 1–3+ years of experience in a customer‑facing role, with experience in P&C Insurance or Insurtech.
• 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.

At Hi Marley, we are committed to fair and transparent pay practices. The annual base salary for this role is expected to fall within the range of [$66,000-$123,000], depending on experience, skills, qualifications, and location. Offers are determined based on these factors as well as internal peer equity. It’s most common for new hires to start near the midpoint of the range, allowing room for growth as employees develop in their role.

In addition to base pay, this role includes a variable compensation component. Total earnings will vary based on individual and/or team performance.

In addition to base pay, we offer a comprehensive total rewards package that supports both your wellbeing and professional growth, including:

• Equity grants for all employees
• A 4% matching 401(k) program
• Medical, dental, vision, disability, and life insurance coverage for employees working 30+ hours per week
• Monthly wellness stipend
• Paid parental leave
• A flexible vacation policy - we all work hard…