Customer Success Manager

Hi Marley is a purpose-driven SaaS platform built for the insurance industry by people who know and love insurance. Designed to enhance customer trust and loyalty, Hi Marley enables hassle-free communication between the policyholder, insurance carrier and partners through a conversation SMS platform helping delight policyholders and achieve faster time to resolution. The platform uses industry-leading analytics to generate meaningful insights - enabling carriers to drive positive outcomes. Hi Marley has flexible APIs and requires zero integration to get started.
If you're looking for a growth opportunity and love setting your customers up for success, we're hiring a Customer Success Manager to join our growing team. You will be the trusted partner who guides our customers through the adventures of digital transformation, helping them realize max value while achieving their business goals. If you've got a blackbelt in building strong relationships and enjoy making things simple and lovable, let's talk.
What You'll Do:

• Listen to our customers and strategize a success plan to help them achieve their business goals
• Be the consummate collaborator, connecting and aligning our teams towards our customer's success
• Break out the megaphone and advocate for our customers, ensuring we deliver what's most valuable
• Host meetings and business reviews that won't bore, but delight and energize our customers
• Tackle at-risk customers head on and strategize a path to success
• Facilitate an effortless onboarding experience, enabling the users to adopt Hi Marley quickly and effectively
• Become best friends with the conversational data and present them to our customers in an engaging way
• Always on the lookout for opportunities for our customers to leverage our products throughout their organization
• Work primarily with our small to mid-size business segment (SMB)

What We're Looking For

• Experience in customer success or a similar customer-facing role
• A natural ability to build trust and credibility
• Someone who leads with curiosity
• Customer-fanatic. Their success is your success
• An ability to roll up your sleeves and figure it out if something is unclear or unknown
• Organized and cares about the details
• Able to wear many hats and comfortable in a dynamic start-up environment
• Willing to connect with our customers in-person, which may require travel about 6 times a year

Who We Are:
Hi Marley has six permission to play values (Integrity, Inclusive, Compassion, Respect, Gratitude, Coachable) and three core values that are the foundation of our company culture, which every employee embodies:

• Max Courage - we encourage our team, our customers, and their customers to dream big, try new ideas and maximize impact by measuring risk.
• Be Humble – we lead with appreciation and promote a culture of humility, compassion and openness to learn from anyone, anywhere.
• Ubuntu "I am because we are" - we believe true success is much bigger than any single individual or company. By aligning our individual aims behind a shared purpose we can achieve our fullest potential, together.

What We Offer:
Our employees enjoy benefits that make them more productive and contribute directly to the development of their professional skills. We want to be able to attract the best of the best and make sure they keep getting better. On top of an exciting, supportive and intellectually challenging workplace, we are offering

• A fun, lively startup culture
• Core values-based leadership
• A culture of employee engagement, diversity and inclusion
• Full benefits package including parental leave, a matching 401k program, and medical, dental, vision, disability, and life insurance.
• Open vacation policy - we all work hard and take time for ourselves when we need it
• Competitive salary and generous stock options - we all get to own a piece of what we're building
• Ample opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup

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

Job Type: Full-time