Customer Success Manager

What you’ll be doing

• Partner 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 done

• Built 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.

Compensation

• Salary Range: $111,150 - $135,850
• Bonus/Variable: $11,150 - $13,850
• Equity: We offer equity across all roles at hx, making it a significant component of total compensation.

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.