Hi Marley
Principal Implementation Consultant (Customer Delivery & Professional Services)
Hi Marley, Boston, Massachusetts, us, 02298
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 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-tier 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
Serve as 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 in 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 10‑20% of the time
Change‑management mindset when collaborating across teams and with customers
Who We Are: Hi Marley has three core values that are the foundation of our company culture:
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.
Benefits and Perks
Full benefits package for employees working 30+ hours per week, including parental leave, a matching 401(k) 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
A fun, lively startup culture
Core values‑based leadership
A culture of employee engagement, diversity and inclusion
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.
#J-18808-Ljbffr
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 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-tier 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
Serve as 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 in 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 10‑20% of the time
Change‑management mindset when collaborating across teams and with customers
Who We Are: Hi Marley has three core values that are the foundation of our company culture:
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.
Benefits and Perks
Full benefits package for employees working 30+ hours per week, including parental leave, a matching 401(k) 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
A fun, lively startup culture
Core values‑based leadership
A culture of employee engagement, diversity and inclusion
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.
#J-18808-Ljbffr