Hi Marley

Director, Customer Experience & Scaled Success

Hybrid - Boston, MA · Director

Sponsorship not specifiedDetected 55 days ago

A/B TestingCustomer SuccessLeadership

About the role

Insurance touches people during some of the most challenging moments in their lives.
If you believe insurance can combine operational excellence and automation with a human touch, we'd love to meet you.

Build scalable onboarding and adoption journeys that create more consistent customer experiences
Design automated and semi-automated engagement motions using lifecycle, behavioral, and product usage signals
Identify customer friction points, adoption gaps, and engagement drop-offs, and design interventions to improve outcomes at scale
Design and evolve customer programs including webinars, forums, community initiatives, advocacy, and executive engagement experiences
Drive experimentation and continuous optimization of journeys and programs
Experience building scalable customer engagement systems, beyond managing campaigns
We build AI-powered software that keeps everyone in the claims conversation informed and connected.
the onboarding and adoption journeys, customer forums, advocacy initiatives, and community experiences that drive engagement, retention, and long-term customer success across our customer base.
This role is ideal for a builder who thrives at the intersection of customer experience, lifecycle design, behavioral engagement, and operational scale - someone energized by turning ambiguity into repeatable systems that improve both customer outcomes and team leverage.

8-10+ years in Customer Success, Customer Experience, Lifecycle Programs, Community, or related B2B SaaS roles
Proven ability to operationalize repeatable customer motions in growing organizations
Strong understanding of customer journey design, adoption systems, and behavioral engagement
Experience reducing operational complexity and improving leverage for customer-facing teams

Define and own metrics and performance outcomes (adoption, engagement, NRR, customer health)
Partner cross-functionally with Customer Ops, Learning & Enablement, Marketing, Product, and Customer Success to deliver cohesive and valuable experiences
If you're energized by building, motivated by impact, and excited to shape the future of learning and enablement in a company that's scaling quickly and thoughtfully, we'd love to meet you.

What We're Looking For:
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 are looking for a Scaled Success / Customer Experience Leader to define and evolve how Hi Marley engages customers at scale.
This is leadership role responsible for building the programs, journeys, and engagement systems that help customers successfully adopt our products, realize value quickly, and deepen their partnership with Hi Marley over time.
You will help define how customers move from initial deployment to confident, habitual usage - and ultimately into advocates who influence our product and champion our brand.
Teamwork and shared enthusiasm is a core part of our culture, which is why this role involves joining us in the Boston office for 2-3 days each week.

This listing is sourced directly from Hi Marley's careers page and normalized into a canonical job model.