Senior Customer Success Manager

Join Hi Marley, a rapidly growing startup in the insurance and insure-tech industry, as a Senior Customer Success Manager. In this role, you will be the backbone of our relationship with our customer base, ensuring high levels of customer satisfaction and driving ongoing user engagement. You will work closely with Account Managers, engage regularly with customers, identify opportunities for expansion, and track the net benefits of Hi Marley against customer goals. This position requires 5-7+ years of relevant experience, strong relationship-building skills, and a positive attitude.

• Maintaining a high level of customer satisfaction by building lasting relationships and ensuring they realize full value from their investment.
• Collaborating with Account Managers to maintain positive relationships with customers and taking ownership of their success with Hi Marley platform services.
• Engaging regularly with customers to evaluate needs, track goals, and identify opportunities to expand the relationship.
• Track record of providing consultative and proactive support to customers
• Ability to quickly grasp and succinctly explain technological and business concepts
• Proven consensus builder who drives change with 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
• Empathetic, positive attitude with a desire to help our customers reach their business goals
• Consistently meet or exceed internal performance metrics
• 5–7+ years of relevant experience including Customer Success or related roles, including ownership of complex or enterprise customers
• Demonstrates comfort with cross-functional collaboration with business and technical stakeholders