Enterprise Customer Success Manager
About The Position
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.
Requirements
- 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.
Nice To Haves
- 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.
Responsibilities
- 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.
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.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
