Enterprise Customer Success Manager

About this role

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Until now, insurance has been making billion-dollar decisions using outdated tools.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

Similar jobs

• Enterprise Customer Success Manager — Handshake · San Francisco, CA
• Enterprise Customer Success Manager — Gooddata · San Francisco
• Enterprise Customer Success Manager — Coderabbit · San Francisco
• Enterprise Customer Success Manager — Bynder · Boston
• Enterprise Customer Success Manager — Mintlify · San Francisco
• Enterprise Customer Success Manager — Merge · San Francisco, CA
• Enterprise Customer Success Manager — Overstory · Remote
• Enterprise Customer Success Manager — Five9 · Remote