Enterprise Customer Success Manager

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.

Compensation

• Salary Range: $141,750 - $157,500
• Bonus/Variable: $28,350 - $31,500
• 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.