Enterprise Customer Success Manager

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Until now, insurance has been making billion-dollar decisions using outdated tools.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

• Act as a strategic partner to enterprise customers, guiding them to achieve measurable value and long-term success through effective adoption of the hx platform.

• Drive customer value and platform adoption by ensuring accounts realise strategic outcomes and actively leverage core product capabilities.

• Maintain and grow account health by executing proactive renewals, detecting risks early, and identifying opportunities for expansion.

• Deliver high-impact engagements (e.g., QBRs, workshops, value assessments) that showcase deep customer 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 by partnering with Sales, Product, Delivery, and BVC to ensure smooth delivery, resolve issues, and align on customer success strategies.

What you'll need to have done

• Successfully managed and grown complex enterprise accounts, driving measurable customer value and high adoption of SaaS or technology platforms.

• Delivered proactive renewal strategies and identified expansion opportunities, resulting in strong net revenue retention (NRR) across large accounts.

• Led high-quality customer engagements (e.g., QBRs, workshops) that demonstrated strategic insight and strengthened client relationships.

• Captured and communicated structured customer feedback, influencing product or operational enhancements.

• Collaborated effectively with cross-functional teams (Sales, Product, Delivery, BVC) to align on customer outcomes and resolve challenges.

• Demonstrated resilience, adaptability, and a proactive approach in fast-paced, ambiguous environments, consistently prioritising actions for maximum impact.

Culture

If reading our Culture Document 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

• Individual wellbeing allowance via Juno.

• 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.

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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.

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