Customer Success Manager

Overview

In this role, you’ll join hx’s Global Customer Success team to build trusted, strategic relationships with enterprise insurers and drive measurable value through adoption and renewals. You will work cross-functionally with Sales, Product, and Delivery to ensure customers realize core product capabilities and outcomes. The position offers ownership of complex, high-growth enterprise relationships and an opportunity to influence product and delivery based on customer insights. You’ll help scale customer success as hx expands globally, shaping how risk and pricing decisions are made in a rapidly evolving market.

Pay / Benefits

• 5,000 training and conference budget
• 25 days of holiday plus 8 bank holidays
• Company pension scheme
• Mental health support and therapy
• Private healthcare insurance
• Equity across roles

Responsibilities

• Drive adoption and measurable value for enterprise insurers by guiding accounts to strategic outcomes and maximize use of core product capabilities
• Maintain account health and renewals, delivering strong net revenue retention and identifying expansion opportunities
• Lead high-quality customer engagements (QBRs, workshops, value assessments) that demonstrate product impact and strengthen hx brand
• Capture and structure feedback from enterprise customers and translate insights into actionable product/operational improvements
• Collaborate cross-functionally with Sales, Product, and Delivery to ensure seamless delivery and aligned customer success strategies
• Demonstrate hx values and culture through tangible behaviours during performance reviews

Key requirements

• Delivered measurable value and adoption outcomes for enterprise SaaS customers, ideally in insurance, fintech, or complex B2B environments
• Managed account health and renewals with strong net revenue retention and identified expansion opportunities
• Led high-impact customer engagements (QBRs, workshops, value assessments)
• Captured and synthesised structured customer feedback to influence product/operational improvements
• Collaborated effectively with Sales, Product, and Delivery to drive success in fast-paced settings
• Demonstrated resilience, adaptability and proactive ownership in ambiguous environments

• proactive ownership
• clear communication
• cross-functional collaboration
• enterprise SaaS experience
• renewals management
• executive-level engagements (QBRs)

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