Customer Success Manager

Job description

Hi, I’m James, Head of Customer Success at hx. I’m also an Arsenal season ticket holder and owner of Daisy https://www.linkedin.com/posts/meet-daisy-hxs-dog-of-the-month-as-ugcPost-7420492974305746944-t-kC/?utm_source=share&utm_medium=member_desktop&rcm=ACoAAB3SAcIBugtbhaP3CqhUi3BNsjKwN9ATLhg, our team mascot and an official member of the CS team. Her responsibilities mainly include boosting morale, appearing on calls and avoiding anything that looks like account admin. Customer Success at hx is about much more than account management. We work with some of the world’s largest insurers to make sure hx is driving real outcomes across pricing, underwriting and portfolio strategy. Our Global Customer Success team is currently eight people, and we’re looking for someone to join us as we continue to grow. You’ll work closely with some of our largest and most complex customers, building trusted relationships with senior stakeholders, driving adoption, managing renewals and turning customer insight into better product, delivery and commercial decisions. It’s a great opportunity for someone who enjoys complex enterprise relationships, wants real ownership and is excited to help shape how Customer Success continues to scale at hx. Sounds interesting? Read more about us below. ABOUT HYPEREXPONENTIAL (HX) At hyperexponential, we’re building the AI-powered platform that enables the world’s most critical decisions in a $7 trillion industry - which risks to take, and how to price them. These are the decisions that shape real-world outcomes: whether rockets successfully launch into space, autonomous vehicles make it to market, or communities recover after major storms. Until now, insurance has been making billion-dollar decisions using outdated tools. We’re changing that. Our platform brings together data, AI, and human expertise to give insurers the fastest path from submission to decision - helping them move faster, act smarter, and take on more risk with confidence. Backed by a16z, Highland Europe, and Battery Ventures, we’re scaling globally - already trusted by nearly 50 of the world’s largest insurers, with zero churn and billions in premiums flowing through hx. What began as a single product in one market has rapidly evolved into a multi-product, multi-territory platform powering every stage of pricing and underwriting. AI is at the core of what we do - from building the world’s first domain-specific AI peer programmer for insurance (think GitHub Copilot with a PhD in actuarial science) to shaping agentic workflows that reinvent how this industry operates. What makes hx different is the people who build it. Here, impact isn’t tied to title or tenure; it’s defined by the challenges you take on and the discipline you bring. Surrounded by peers who stretch you, you’ll do the best, hardest work of your life in a company engineered to endure. If that sounds like you, join us in building what comes next. ABOUT THE CUSTOMER SUCCESS TEAM Our Customer Success team partners with hyperexponential’s largest and most complex customers to drive measurable value and long-term adoption of the hx platform. We build deep, strategic relationships with enterprise insurers, align on business outcomes, and ensure customers actively leverage core product capabilities to achieve those outcomes. We work cross-functionally with Sales, Product and Delivery to create seamless experiences from onboarding through expansion. The team values proactive ownership, clear communication, and rigorous follow-through, empowering every member to shape customer success and influence our product roadmap. As we scale, you’ll join a high-performing group that thrives on curiosity, collaboration, and impact. Your work will directly strengthen customer outcomes, account health, and hx’s market reputation. WHAT YOU’LL BE DOING - Drive measurable customer value and adoption by guiding accounts to achieve strategic outcomes and maximise use of core product capabilities. - Maintain and grow account health, delivering strong net revenue retention through proactive renewal management, early risk identification, and expansion opportunity spotting. - Deliver high-quality customer engagements, such as QBRs, workshops, and value assessments, that showcase deep understanding and elevate the hx brand. - Capture and structure feedback from enterprise customers, translating insights into actionable product and operational improvements. - Champion cross-functional collaboration, partnering with Sales, Product, and BVC to ensure seamless delivery, resolve issues, and align on customer success strategies. - Demonstrate hx Values and Culture, providing tangible examples of values-driven behaviour beyond core responsibilities during performance reviews. WHAT YOU’LL NEED TO HAVE DONE - Delivered measurable value and adoption outcomes for enterprise SaaS customers, ideally within insurance, fintech, or complex B2B environments. - Managed account health and renewals, achieving strong net revenue retention and identifying expansion opportunities in a high-growth setting. - Led high-impact customer engagements (QBRs, workshops, value assessments) that resulted in increased product adoption and customer satisfaction. - Captured and synthesised structured customer feedback, influencing product or operational improvements at scale. - Collaborated effectively with Sales, Product, and Delivery teams to drive customer success and resolve complex challenges. - Demonstrated resilience, adaptability, and proactive ownership in fast-paced, ambiguous environments, consistently prioritising actions for business impact. YOU’RE UNLIKELY TO THRIVE HERE IF - You prefer to wait for direction rather than proactively identifying and solving problems. - You struggle to adapt to change or ambiguity, or find it difficult to collaborate across diverse teams. - You’re not energised by a culture that values ownership, feedback, and continuous learning. If reading our Culture Document https://hx.wiki/ leaves you feeling neutral rather than energised, hx may not be the place where you’ll do your best work. We’re building something that asks for commitment and conviction, and we want you to feel excited by the opportunity to grow with us. COMPENSATION At hx, we’re committed to salary transparency. You’ll always have clarity on pay early in the process - our Talent Partner will share details with you during initial conversations - and we’re working towards publishing salary information for all roles globally. Because we’re building at the intersection of technology/SaaS and insurance, our roles don’t always map neatly onto traditional benchmarks. Our approach is to design compensation that’s competitive in the market, fair across teams, and aligned with the impact our people make. BENEFITS - £5,000 training and conference budget for individual and group development. - 25 days of holiday plus 8 bank holidays (33 days total). - Company pension scheme via Penfold. - Mental health support and therapy via Spectrum.life http://Spectrum.life. - Individual wellbeing allowance via Juno https://www.withjuno.com/. - Private healthcare insurance through AXA. - Income protection and Life Insurance. - Cycle to Work Scheme Equity: We offer equity across all roles at hx, making it a significant component of total compensation. Your Talent Partner will be able to share more details about this. Additional perks - Top-spec equipment (laptop, screens, adjustable desks, etc.). - Regular remote and in-person hackathons, lunch and learns, socials, and game nights. - Team breakfasts and lunches, snacks, drinks fridge, and a fun office at The Ministry - Exceptional opportunities for personal development and growth as we build something remarkable together. INTERVIEW PROCESS - Initial call with our Talent team to kick things off and learn more about your background. - Manager interview with the Hiring Manager to explore your experience in more depth. - Skills assessment with the Customer Success team presenting a QBR (ideally in person). - Values interview to get to know how you work and how that aligns with hx’s culture. - We offer! OUR COMMITMENT TO DIVERSITY hxer’s are at the centre of everything we build. We know that progress depends on diverse perspectives, and we are committed to creating an environment where everyone can thrive, grow, and make an impact. We recognise there is always more to do, and we take responsibility for shaping a workplace that is not only diverse but genuinely inclusive. Diversity is not just the right thing to do, it is key to solving the complex challenges we choose to take on. By welcoming people from all backgrounds and experiences, we strengthen our ability to question assumptions, push boundaries, and design solutions that endure. If you’re energised by complexity and motivated to grow, we encourage you to apply and join our global team. NEXT STEPS If this opportunity resonates with you, we encourage you to apply or share it with your connections! Our dedicated talent team reviews all applications, and we promise to provide feedback regardless of the outcome. For more information about applying and to view other opportunities, you can visit our careers page. Check out our blog at https://www.hyperexponential.com/blog Please note that background checks will be conducted as part of the hiring process to ensure compliance with our governance policies. We handle all background checks sensitively and in full compliance with relevant regulations. All applicant data will be processed in accordance with data protection regulations and our privacy policy.