Customer Success Manager

Hi I’m James - Head of Customer Success at hx.

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.

Earlier this year we hired Corey as our first Enterprise CSM in the US. We’re now hiring our second and third CSMs in the market joining a US team of 17 people and helping us build the next stage of Customer Success in one of hx’s most important growth markets.

These roles will work closely with some of our largest customer accounts building trusted relationships with senior insurance stakeholders driving adoption managing renewals and helping turn 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 scales in the US.

Sounds interesting? Read more about us below.

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Until now insurance has been making billion-dollar decisions using outdated tools.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. We help them move faster act smarter and take on more risk with confidence.

Backed by a16z Highland Europe and Battery Ventures we’re scaling globally. We are already trusted by nearly 50 of the world’s largest insurers with near 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 built to endure.

If that sounds like you join us in building what comes next.

The Customer Success team plays a critical role in hx’s growth by ensuring our largest and most complex US enterprise customers realize sustained value from the platform. Through deep partnerships with tier-one insurers the team directly influences renewals expansion revenue and long-term account health.

We operate as trusted advisors to our customers collaborating closely with Sales Product Delivery and Business Value Consulting to drive adoption solve complex problems and surface insights that shape the future of the hx platform. Success is measured through customer outcomes net revenue retention and durable executive relationships.

As a Customer Success Manager you will own a portfolio of accounts and be accountable for customer value renewals and expansion. Your work will directly impact revenue retention customer advocacy and hx’s reputation in the US insurance market.

• Partner with US insurance customers to understand their goals across pricing underwriting and portfolio management and help them get sustained value from hx.

• Own customer health across your portfolio tracking adoption risks actions and next steps clearly.

• Support renewal and expansion planning by identifying risks customer needs and commercial signals early working closely with Sales and CS leadership.

• Lead customer engagements such as QBRs value reviews workshops and regular account check-ins.

• Build strong relationships with a range of customer stakeholders from day-to-day users through to senior sponsors.

• Work closely with Sales Product Delivery and Business Value Consulting to unblock issues and create a joined-up customer experience.

• Capture useful customer feedback and share it clearly with internal teams to help improve our product delivery and ways of working.

• Contribute to repeatable CS processes as the US team scales including success planning customer health reporting and account planning.

• Built trusted relationships with senior customer stakeholders and supported long-term account health.

• Supported renewals risk management or expansion conversations in partnership with Sales or Account Management teams.

• Led customer meetings such as QBRs value reviews workshops or success planning sessions.

• Worked cross-functionally with Sales Product Delivery Implementation or similar teams to resolve customer challenges.

• Used data customer insight or health metrics to prioritise actions and make good decisions.

• Operated well in fast-moving or ambiguous environments with a bias towards ownership and clear communication.

• You prefer transactional customer relationships over building long-term strategic partnerships.

• You wait for a detailed playbook before taking action or solving problems.

• You are uncomfortable working with technical products or complex customer environments.

If reading our Culture Document leaves you feeling neutral rather than energized hx may not be the place where you will do your best work. We are building something that asks for commitment and conviction and we want you to feel excited by the opportunity to grow with us.

Salary Range: $111150 - $135850

Bonus/Variable: $11150 - $13850

The posted range represents the typical compensation range for this role. To determine actual compensation we review the market rate of each candidate which can include a variety of factors including qualifications experience etc.

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.

• $6000 training and conference budget for individual and group development.

• Full medical dental vision package to fit your needs

• Mental health support via Spring Health and Rula

• Access to One Medical

• Flexible vacation policy; work hard and take time when you need it

• Pet discount plans retirement plan (401K) and discount programs available to employees

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 our WeWork office space.

• Exceptional opportunities for personal development and growth as we build something remarkable together.

Talent Partner Screen - 30 minutes

Hiring Manager Interview - 1 hour

Skills Assessment - 1 hour

Values Interview - 1 hour

We offer!

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.

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.
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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.

What We Do

hyperexponential is building the decision infrastructure for the insurance ecosystem Backed by Andreessen Horowitz Battery Ventures and Highland Europe.We believe that by delivering on our mission we enable the world to take more risk - unlocking progress funding meaningful innovation and strengthening the systems that protect societies when it matters most.Our AI-powered platform transforms how insurers make their most critical decisions - how they understand and price risk. These are billion-dollar questions and we’re building the technology that answers them.

Why Work With Us

hx was built by the people who lived the problem - founders who left the industry to fix it. Backed by Battery and a16z expanding globally growing fast. You'll work with sharp people on genuinely hard problems with real ownership and the room to shape what the company becomes. Rare to find this much depth and this much runway.