Customer Success Manager

Customer Success ManagerCustomer 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.What You'll Be DoingPartner with US insurance customers to understand their goals across pricing, underwriting and portfolio management, and help them get sustained value from hx.Own customer health across your portfolio, tracking adoption, risks, actions and next steps clearly.Support renewal and expansion planning by identifying risks, customer needs and commercial signals early, working closely with Sales and CS leadership.Lead customer engagements such as QBRs, value reviews, workshops and regular account check-ins.Build strong relationships with a range of customer stakeholders, from day-to-day users through to senior sponsors.Work closely with Sales, Product, Delivery and Business Value Consulting to unblock issues and create a joined-up customer experience.Capture useful customer feedback and share it clearly with internal teams to help improve our product, delivery and ways of working.Contribute to repeatable CS processes as the US team scales, including success planning, customer health reporting and account planning.What You'll Need To Have DoneBuilt trusted relationships with senior customer stakeholders and supported long-term account health.Supported renewals, risk management or expansion conversations in partnership with Sales or Account Management teams.Led customer meetings such as QBRs, value reviews, workshops or success planning sessions.Worked cross-functionally with Sales, Product, Delivery, Implementation or similar teams to resolve customer challenges.Used data, customer insight or health metrics to prioritise actions and make good decisions.Operated well in fast-moving or ambiguous environments, with a bias towards ownership and clear communication.You're Unlikely To Thrive Here IfYou prefer transactional customer relationships over building long-term, strategic partnerships.You wait for a detailed playbook before taking action or solving problems.You are uncomfortable working with technical products or complex customer environments.CompensationSalary Range: $111,150 - $135,850Bonus/Variable: $11,150 - $13,850The 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 needsMental health support via Spring Health and RulaAccess to One MedicalFlexible vacation policy; work hard and take time when you need itPet discount plans, retirement plan (401K), and discount programs available to employeesAdditional perksTop-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 ProcessTalent Partner Screen - 30 minutesHiring Manager Interview - 1 hourSkills Assessment - 1 hourValues Interview - 1 hourWe offer!Our Commitment To Diversityhxer'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 StepsIf 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.