# Customer Success Manager

**Company:** [hyperexponential](https://hotfix.jobs/companies/hyperexponential)
**Location:** London, United Kingdom
**Role:** Customer Success
**Skills:** Enterprise Saas, Customer Success, Account Health, Renewal Management, Net Revenue Retention, QBRs, Workshops, Value Assessments, Customer Feedback, Product Adoption, Stakeholder Management, Cross-Functional Collaboration
**Posted:** 2026-07-14

> Drives adoption, measurable value, renewals, and expansion for complex enterprise insurer accounts. The role requires experience in enterprise SaaS customer success, strategic customer engagements, structured feedback, and cross-functional collaboration.

## Job Description

## Responsibilities
- Drive measurable customer value and adoption by guiding accounts toward strategic outcomes and maximising use of core product capabilities.
- Maintain and grow account health through proactive renewal management, early risk identification, and expansion opportunity identification.
- Deliver customer engagements including QBRs, workshops, and value assessments.
- Capture and structure enterprise customer feedback, translating insights into product and operational improvements.
- Partner with Sales, Product, and BVC to ensure seamless delivery, resolve issues, and align on customer success strategies.
- Demonstrate hx values and culture through values-driven behaviour.

## Requirements
- Experience delivering measurable value and adoption outcomes for enterprise SaaS customers, ideally in insurance, fintech, or complex B2B environments.
- Experience managing account health and renewals, achieving strong net revenue retention, and identifying expansion opportunities.
- Experience leading customer engagements such as QBRs, workshops, and value assessments.
- Experience capturing and synthesising structured customer feedback to influence product or operational improvements.
- Effective collaboration with Sales, Product, and Delivery teams to drive customer success and resolve complex challenges.
- Resilience, adaptability, and proactive ownership in fast-paced, ambiguous environments.
- Ability to prioritise actions based on business impact.

## Benefits and Compensation
- £5,000 training and conference budget for individual and group development.
- 25 days of holiday plus 8 bank holidays (33 days total).
- Company pension scheme via Penfold.
- Mental health support and therapy via Spectrum.life.
- Individual wellbeing allowance via Juno.
- Private healthcare insurance through AXA.
- Income protection and life insurance.
- Cycle to Work Scheme.
- Equity offered across all roles.
- Top-spec equipment, including laptop, screens, and adjustable desks.
- Remote and in-person hackathons, lunch and learns, socials, and game nights.
- Team breakfasts and lunches, snacks, and drinks.
- Opportunities for personal development and growth.

## Interview Process
- Initial call with the Talent team.
- Hiring Manager interview.
- Skills assessment presenting a QBR.
- Values interview.

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