Customer Success Manager

hyperexponential

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 Until now, insurance has been making billion-dollar decisions using outdated tools.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

hyperexponential

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 TEAM Solutions (Field Engineering) sits at the technical heart of hx’s go-to-market engine, owning the ‘Technical Win’ in every opportunity. The team operates at the intersection of product, sales, and customer success, working directly with underwriters, actuaries, IT leaders, and security teams at some of the world’s most sophisticated insurers. This is where deep technical capability, domain expertise, and commercial insight come together to solve complex problems and design solutions customers trust to run their most critical pricing and underwriting decisions. The team thrives at the edge of what’s possible — tackling the hardest integration and implementation challenges where creativity, rigour, and technical depth are essential. Every engagement is high-stakes, highly visible, and directly influences both revenue outcomes and product direction. This is a high-ownership, collaborative environment where consistency of execution matters as much as innovation. Field Engineering doesn’t just support deals — it accelerates them, de-risks them, and shapes how hx shows up in the market. This is a people-first leadership role focused on team performance, coaching, and operational excellence. You will be accountable for how effectively the Solutions Engineering team supports revenue, while partnering closely with Sales, Product, and Customer Success to ensure strong, consistent technical execution. Check out our Field Engineering Candidate Hub for a behind the scenes look at the team you would be joining! WHAT YOU’LL BE DOING * Drive optimal win rates across qualified opportunities by coaching Solutions Team (Solutions Engineers and Architects) through discovery, demos, architectural workshops, and proof-of-value engagements with clear, technically and commercially aligned execution * Drive optimal Technical Win conversion from proof-of-value to closed deals by analysing outcomes, capturing learnings, and refining how the team builds customer confidence * Reduce sales cycle length and improve forecast accuracy by identifying technical risks early and partnering with Sales to proactively unblock deals * Build and develop a high-performing, engaged team through clear standards, structured feedback, and defined career progression pathways * Establish consistent execution frameworks across discovery, solution design, and POV delivery, using metrics and AI-enabled workflows to scale quality * Partner cross-functionally with Sales, Product, and Customer Success to align technical execution with revenue goals and influence product direction WHAT YOU'LL NEED TO HAVE DONE * Led or significantly contributed to Solutions Engineering or Solutions Architecture teams in a B2B SaaS or similarly complex environment * Demonstrated measurable impact on presales metrics such as win rates, POV conversion, sales cycle length, or forecast accuracy * Built or improved presales processes (discovery frameworks, demo structures, POV execution) that brought consistency and quality to how technical teams engage with customers. * Coached and developed individual contributors, improving technical storytelling, solution design, and stakeholder management, alongside experience (or clear readiness) in hiring, onboarding, and managing performance. Used data and metrics to drive team performance and accountability. * Partnered effectively with Sales, Product, and Customer Success to align technical strategy with commercial outcomes * Maintained technical credibility with customers, senior stakeholders and internal teams by staying current with product capabilities, guiding solution design, and supporting the team through complex technical conversations. YOU'RE UNLIKELY TO THRIVE HERE IF * You prefer to stay hands-on as an individual contributor rather than building leverage through coaching and team development. * You're uncomfortable holding people accountable to clear standards or providing direct feedback when performance falls short. * You default to process over judgment, or struggle to operate effectively in a fast-changing, high-stakes environment where the playbook is still being written. If reading our Culture Document leaves you feeling neutral rather than energized, 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 Base Salary: $164,000 - $227,000 On Target Earnings: $200,000 - $283,000 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 * $6,000 training and conference budget for individual and group development. * Full medical, dental, and vision package to fit your needs. * Mental health support via Spring Health and Rula. * Access to One Medical. * Flexible vacation policy - 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 The Ministry * Exceptional opportunities for personal development and growth as we build something remarkable together. INTERVIEW PROCESS 1. Virtual meet with Talent Partner to kick things off 2. Hiring Manager Interview with Urszula Etheridge, Director of Solutions Engineering 3. Skills Assessments 4. Meet with one of Sales Leaders & Have Lunch with Urszula 5. Values Interview 6. We offer! OUR COMMITMENT TO DIVERSITY hxers 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 energized 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: $164,000 - $227,000 with a Commission variable of 25% bonus. 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.

hyperexponential

Hi, I'm Lucy - hx's Head of Talent. I joined hx nearly five years ago when we were 15 people. We're 250 today. Building this team has been some of the best work of my career, in large part because of the people on it - I'm learning constantly, especially as we keep tackling things that have never been done before. We're now post-Series B, and the US - NYC in particular - is one of the most important growth levers in front of us. The GTM hires we make there over the next two years will shape what hx becomes more than almost anything else we do. NYC is where the top GTM talent we need lives, and right now we don't have anyone there. So I'm hiring our Senior Talent Partner - US Lead, ideally someone deeply embedded in the NYC GTM hiring world, with the seniority and judgement to work directly with our President, COO and CPO on the hires that shape what hx becomes. One thing worth flagging early: this is a hybrid role, based in our NYC office, three days a week in person. We're a lean US team of 17, growing fast, and being in the room together is how we build, learn and move at the pace we do. We're looking for someone who's genuinely excited by that, not just willing. 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 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 60 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. ABOUT THE TALENT TEAM We're a team of six. Lean, ambitious, and aiming to operate at the frontier of what AI-leveraged hiring can look like. We're all in on AI, and we know we can't afford to get comfortable - AI is changing fast, and so must we. We're also builders. Anna is building an AI-native interview coach. Oskar is building our own candidate portal. Cait has redesigned our go-live workflow. Dan is going deep on quality of hire. We use a best-in-class stack: Ashby, Metaview, SourceWhale, plus a growing set of agentic sourcing tools - and if you're still hungry, you build your own. Something I've come to value most about this team is that the work we get to do here isn't really possible everywhere. hx is unusually and deeply invested in hiring - across the leadership team, not just inside Talent. The hiring bar is real, partnership is the operating mode, and people treat us as part of the decision rather than support around it. That's rare. A lot of what makes Talent at hx different - our rituals, our stack, our hiring philosophy - lives on our Talent hub page. Worth a read before you apply. ABOUT THE ROLE This role reports to me directly. As Senior Talent Partner, you will own and lead US hiring across our GTM and product organisations end-to-end. That spans the most senior, consequential hires - partnering directly with Richard Gunn (President), David Spitz (COO), and Noel Sequeira (Chief Product Officer), and the broader US leadership team - through to AE, strategic and enterprise sales hiring, technical sales, our founding and growing Customer Success, Partnerships and Marketing teams. It's a senior craft role with a varied portfolio. Some of these hires will be founding-team-shape moments. Others will be the AE hires that build the revenue engine in the US - every one of them moves the number meaningfully. This is also an outbound-heavy role. We're looking for someone who knows how to generate engagement and replies - someone whose craft turns cold talent into a real pipeline of conversations. With the support of our investor base (a16z and Battery among them), you'll help us build a real presence in NYC, through events, employer brand initiatives, and the quality of every conversation you have in the market. A note on geography: most of the Talent team is based in London, with Anna in Warsaw. You would be the first of the team in the US - partnering closely with the rest of us across time zones, and anchoring our US hiring presence as the function grows. We've operated this way before and it works, but it does ask for someone who's confident working autonomously, comfortable across geographies, and excited by being our first on-the-ground presence. WHAT YOU'LL BE DOING * This is a doer role. We care deeply about execution and, alongside it, the experience we create for candidates and hiring managers. Prioritisation, sense of urgency, judgement and the ability to deliver consistently in a fast-paced environment are non-negotiable. The partnering, brand-building and system-level work all sit on top of getting the daily craft right. * Own US hiring end-to-end across the GTM and product organisations - spanning the most senior, ambiguous searches (founding-team-shape hires, leadership hires) through to strategic and enterprise sales, technical sales, founding and growing Customer Success, Partnerships, and Marketing. * Operate as an AI-leveraged builder. Ship your own automations, build your own dashboards, design AI-native workflows for hiring, and raise the bar for what a modern talent function can do. * Run an outbound-heavy operation. Design the targeting, build the messaging, and run the patterns that turn cold talent into committed hxers. * Help build hx's brand in the US - partnering on events with our investor base to grow our NYC presence, contributing to employer branding initiatives, and using every candidate conversation as a way to build hx's reputation in the market. * Bring market intelligence back to the business as a regular input - what's happening at peer fintechs, where the bar is moving, what's shifting in comp and expectations across the GTM spread. WHAT YOU'LL NEED TO HAVE DONE * Owned and delivered across the GTM breadth at a high-growth SaaS, fintech or AI company - senior leadership hires alongside enterprise and strategic sellers, customer success, solutions engineers and architects. We're an insurtech, so the book also includes specialist hires like actuarial talent - a rarer but meaningful part of what makes this role interesting. * Built a real network in the US GTM space - people you've known for years, who answer your messages, who refer to you, who you can pick up the phone to. * Closed candidates with multiple competing offers - including from top-tier competitors, FAANG-equivalent comp packages, or candidates whose stated motivations didn't match their actual ones * Used Ashby, Greenhouse, or similar ATSs as a builder, not just a user - designed your own dashboards, shipped your own automations, brought data forward as the opening move in stakeholder conversations. * Operated in an AI-leveraged talent function: built workflows with AI tooling, shipped automations, and have strong, current opinions on what good looks like in this space. WHY HX You'd be the first person from our People team on the ground in the US. Talent, culture, hiring philosophy, how we show up in the market: that all gets shaped by you over time. It's a kind of scope that doesn't come up often, and almost never in a company that's already this far along. Your AI fluency will accelerate here. You'll work alongside a team that's actively building - interview coaches, candidate portals, sourcing agents, custom workflows - and you'll have the time, tooling and budget to push your own craft hard. If you're someone who learns by building, this is a rare environment to do that in. You're joining a generational business at a real inflection point. hx isn't an early-stage bet - we have nearly 60 of the world's largest insurers as customers, zero churn, billions in premium flowing through the platform, and backing from a16z, Highland Europe and Battery. At the same time, the US is wide open in front of us. You get the rare combination: a senior craft role with the freedom to build, and the strong backing of a company that's already winning. COMPENSATION Salary Range: $140,000 – $170,000 Bonus/Variable: up to 10% of base, tied to delivery against role objectives. Total OTE range: $154,000 – $187,000 Equity: We offer equity across all roles at hx, making it a significant component of total compensation.   BENEFITS * $6,000 training and conference budget * Full medical, dental, and vision package * Mental health support via Spring Health and Rula * Access to One Medical * Flexible vacation policy * Pet discount plans, retirement plan (401K), and discount programmes Additional perks * Top-spec equipment * Regular remote and in-person hackathons, lunch and learns, socials, and game nights * Team breakfasts and lunches, snacks, drinks fridge, and WeWork office space * Exceptional opportunities for personal development and growth INTERVIEW PROCESS 1. Introductory Interview with Head of Talent 2. Skills Assessment with hx's Talent Team 3. Meet the US Leadership Team 4. Values Interview with VP People 5. We offer! OUR COMMITMENT TO DIVERSITY hxers 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. 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.