Enterprise 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 https://www.linkedin.com/in/corey-epstein-b99b8b/ 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.

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Until now, insurance has been making billion-dollar decisions using outdated tools.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. 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.

ABOUT THE CUSTOMER SUCCESS TEAM

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, Enterprise, you will own a portfolio of strategic 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.

WHAT YOU’LL BE DOING

• Act as a strategic partner to a portfolio of complex US enterprise insurance customers, aligning underwriting and pricing objectives to hx’s AI-powered platform to drive sustained adoption and measurable business outcomes.
• Own account health and commercial performance end-to-end, including renewals, expansion identification, and proactive risk management to deliver strong GRR and NRR across your portfolio.
• Forecast and deliver against core Customer Success metrics, regularly inspecting pipeline, renewal likelihood, and expansion signals to support predictable regional revenue outcomes.
• Lead high-impact customer engagements such as QBRs, executive workshops, and value assessments that demonstrate ROI, reinforce hx’s strategic value, and deepen executive-level relationships.
• Capture structured customer feedback and performance insights, translating them into clear recommendations that influence product roadmap decisions and operational improvements.
• Partner cross-functionally with Sales, Product, Delivery, and Business Value Consulting, leveraging AI-enabled tools and workflows to unblock issues, improve efficiency, and enhance customer outcomes.

WHAT YOU’LL NEED TO HAVE DONE

• Managed and grown complex enterprise SaaS accounts, driving measurable customer outcomes, strong platform adoption, and consistent renewal performance across a portfolio.
• Executed proactive renewal and expansion strategies that contributed to high net revenue retention, with clear ownership of commercial outcomes and account health.
• Led senior executive customer interactions including QBRs, value reviews, or strategic workshops that influenced decision-making and strengthened long-term partnerships.
• Worked cross-functionally with Sales, Product, and Delivery teams to resolve complex customer challenges and deliver aligned success plans in ambiguous environments.
• Demonstrated strong commercial and analytical acumen, including understanding value drivers, renewal dynamics, forecasting, and metrics-driven decision-making.
• Adopted AI-enabled tools or workflows to improve productivity, customer insight, or operational efficiency, showing curiosity and willingness to experiment with emerging technologies that drive impact.

YOU’RE UNLIKELY TO THRIVE HERE IF

• You prefer transactional, short-cycle customer interactions over building long-term, strategic partnerships with senior stakeholders.
• You avoid ambiguity or complex problem-solving and rely heavily on predefined playbooks rather than first-principles thinking.
• You are uncomfortable being accountable for renewals, expansion, and customer outcomes in high-impact enterprise accounts.

If reading our Culture Document https://hx.wiki/ 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.

COMPENSATION

Salary Range: $141,750 - $157,500

Bonus/Variable: $28,350 - $31,500

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.

BENEFITS

• $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 https://www.wework.com/en-GB/buildings/500-7th-ave--new-york-city--NY office space.
• Exceptional opportunities for personal development and growth as we build something remarkable together.

INTERVIEW PROCESS

Talent Partner Screen - 30 minutes

Hiring Manager Interview - 1 hour

Skills Assessment - 1 hour

Values Interview - 1 hour

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.

{{Base: Salary Range: $141,750 - $157,500 with a commission variable of 20%. 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.}}

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.