Principal Implementation Consultant (Customer Delivery & Professional Services)

At Hi Marley, we’re not just a technology company—we’re on a mission to revolutionize the insurance industry with our conversational platform that makes communication simple, efficient, and delightful. Built for carriers, powered by SMS, and designed by insurance experts, Hi Marley connects people through seamless, friendly conversations that save time, money, and hassle. Our platform helps insurance carriers strengthen customer relationships while streamlining operations. With a focus on collaboration, coaching, and powerful analytics, we deliver the insights insurance teams need when they need them—creating a smooth, frictionless experience for customers along the way.

An exciting opportunity exists for an experienced insurance professional on our Implementation Team. Hi Marley is seeking a Principal Implementation Consultant (Customer Delivery & Professional Services) to be a part of our customer and partner facing implementation efforts and diligence activities. Reporting to the Director of Implementation, this role serves as a trusted advisor responsible for defining and executing best practices, driving delivery excellence, and influencing cross-functional alignment. 

As a member of the Implementation Team, this position plays a crucial role in leading large implementations with top-tier insurance carriers. This position works closely with Customer Success, Product Management, Engineering, and Sales. We thrive on teamwork and shared enthusiasm, which is why this role involves joining us in the office for two days each week. 

What You’ll Do:

• Lead the successful onboarding and implementation of Hi Marley at large P&C carriers and insurance network partners
• Conduct in-depth insurance workflow discovery sessions with top-tiers insurance carriers and network partners leveraging strong insurance knowledge and a consultative approach  
• Attend pre-sales meetings and act as an advisor to large insurance carriers on how to best implement Hi Marley into their workflows  
• Monitor implementation KPIs and support reporting on carrier performance, delivery outcomes, and customer relationship health
• Serves an advisor and mentor to junior team members  
• Continuously improve our implementation framework and methodology, ensuring high-quality delivery and consistency
• Work closely with the Director of Implementation on shaping best practices across implementations and advising leadership on go-to-market/implementation strategy
• Champion the voice of the customer in internal conversations
• Oversee the design and governance of project planning frameworks that drive efficiency and alignment across customer programs.
• Update internal systems, such as Salesforce and Jira and client specific project plans in a real time cadence to reflect accurate project forecasting
• Lead, track and monitor multiple customer implementations, maintain customer onboarding pipeline, manage conflicts and ensure that appropriate resources are applied to the customer onboarding
• Identify, manage, report and escalate on Onboarding and implementation risks
• Represent Hi Marley Implementation team at pre-sales meetings  

What We’re Looking For:

• Exceptional project management skills with a track record of successfully leading SaaS implementation projects or insurance-related transformations
• Demonstrated experience partnering with Sales, Product, and Engineering on customer needs, roadmap feedback, and solution design
• 7 to 10   years of experience with a P&C insurance carrier as a Product Manager, Claims Manager or other business-related function  
• Strong problem-solving skills and the capacity to navigate complex client environments effectively.
• Excellent Communication Skills and willingness to train team members on the P&C workflows and other related insurance topics  
• Customer-Centric Mindset with empathy, patience, and a passion for enabling customer success by aligning solutions to business needs.
• Adaptability to thrive in a fast-paced, high-growth, startup-like environment where priorities shift quickly.
• Collaborative Approach with proven success working across teams and building strong internal and external relationships.
• Willingness to travel between 10-20% of time
• Change Management mindset when collaborating across teams and with customers 

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 [$109,000–$202,000], 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, we offer a comprehensive total rewards package that supports both your wellbeing and professional growth, including:

• 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 - we all work hard and take time when we need it

Who We Are:
At Hi Marley, our culture is built on three core values that 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.

Life at Hi Marley:Life at Hi Marley is shaped by collaboration, learning, and genuine connection. We’re proud to foster an environment where people can do their best work, feel supported, and grow alongside a team that celebrates both individuality and shared purpose.

• A fun, lively startup culture that embraces creativity and innovation
• Core values-based leadership that guides our decision-making and daily interactions
• A culture of engagement, diversity, inclusion, and belonging — everyone’s voice matters
• Flexible, hybrid work environment that values balance and trust
• Ample opportunities to learn, take on new challenges, and make an impact in a fast-growing organization
• Meaningful work that directly supports our mission to help people and organizations communicate with empathy and clarity

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