Senior Customer Success Manager

Responsibilities

• Team with Account Managers to maintain positive relationships and ownership of customer success metrics like retention and NPS
• Outline prescriptive customer success plans to drive value realization and user engagement
• Engage regularly with customers via operational reviews, check-ins, and email
• Identify opportunities to expand customer relationships and support growth
• Drive risk mitigation strategies by working cross-functionally across departments
• Track and measure net benefits of the platform against customer goals
• Work agilely with customer success, product, and engineering teams to represent the voice of the customer

Requirements

• 5–7+ years of relevant experience in Customer Success or related roles
• Experience managing clients within the P&C Insurance industry
• Strong relationship building skills with senior executives and technical stakeholders
• Proven track record of providing consultative and proactive support
• Ability to meet or exceed internal performance metrics
• Ability to grasp and explain technological and business concepts quickly
• Ability to travel approximately once a month

Benefits

• Equity grants for all employees
• 4% matching 401(k) program
• Medical, dental, vision, disability, and life insurance
• Monthly wellness stipend
• Paid parental leave
• Flexible vacation policy

About the Company

Hi Marley is on a mission to transform how the P&C industry communicates, making insurance moments faster, easier, and more empathetic through AI-powered software.