Sr. Customer Success Manager

Hi Marley Inc; Boston (MA); On-site; USD 85,000 - 157,000; Full time

Benefits offered by this job

Equity grants

4% 401(k) matching

Medical, dental, vision, disability, &

Life insurance

Monthly wellness stipend

Paid parental leave

Flexible vacation policy

Job summary

Hi Marley Inc. in Boston is seeking a Senior Customer Success professional to own strategic goals for our P&C clients, ensuring adoption, value realization, and long‑term retention.

You’ll partner with account managers, product, and engineering to drive cross‑functional outcomes, manage executive relationships, and guide customers toward measurable business impact.

The role includes equity as part of the package and opportunities to advance as Hi Marley grows.

Qualifications

• 5–7+ years of experience in Customer Success or related roles, with ownership of client relationships in P&C insurance.
• Strong ability to build trust with diverse stakeholders including executives, legal, technical, finance, sales and marketing.
• Proven track record of consultative and proactive customer support and meeting performance metrics.
• Demonstrated consensus-building and change-management skills with customers.
• Empathetic, positive attitude focused on helping customers achieve business goals.

Responsibilities

• Partner with Account Managers to maintain positive customer relationships and own customer success with Hi Marley platform services.
• Outline prescriptive customer success plans mapped to value realization and ongoing engagement.
• Engage customers via reviews, check-ins, and email to drive adoption and goal tracking.
• Identify expansion opportunities and support customer growth.
• Collaborate across departments to drive risk mitigation and accountability.
• Track benefits against customer goals and provide quantified data to customers and internal teams.
• Work with customer success, product, and engineering teams to ensure the voice of the customer guides decisions.

Skills

Customer success

Relationship building

Cross-functional collaboration

Strategic planning

Executive communication

Travel readiness

Consultative approach

Job description

Insurance touches people during some of the most challenging moments in their lives. Hi Marley is on a mission to transform how the P&C industry communicates, making those moments faster, easier, and more empathetic for carriers and the customers they serve. We build AI‑powered software that keeps everyone in the claims conversation informed and connected. If you believe insurance can combine operational excellence and automation with a human touch, we’d love to meet you.

What You’ll Do

• 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.

What We’re Looking For

• 5–7+ years of relevant experience including Customer Success or related roles, including ownership of clients within P&C Insurance.
• 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.

Compensation, Benefits & Perks

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 $85,000–$157,000, 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.

• 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.

Equal Employment Opportunity Statement

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