At a Glance
- Tasks: Drive customer success by building relationships and maximising product adoption.
- Company: Join hyperexponential, an innovative AI-driven platform transforming the insurance industry.
- Benefits: Enjoy 33 days of holiday, training budget, private healthcare, and equity options.
- Other info: Hybrid work environment with opportunities for personal growth and development.
- Why this job: Be part of a dynamic team shaping the future of customer success in tech.
- Qualifications: Experience in customer success and strong communication skills required.
Hi, I’m James, Head of Customer Success at hx. Customer Success at hx is about much more than account management. Our Global Customer Success team is currently eight people, and we’re looking for someone to join us as we continue to grow. You’ll work closely with some of our largest and most complex customers, building trusted relationships with senior stakeholders, driving adoption, managing renewals and turning 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 continues to scale at hx.
About the Customer Success team: Our Customer Success team partners with hyperexponential’s largest and most complex customers to drive measurable value and long-term adoption of the hx platform. The team values proactive ownership, clear communication, and rigorous follow-through, empowering every member to shape customer success and influence our product roadmap. Your work will directly strengthen customer outcomes, account health, and hx’s market reputation.
What you’ll be doing:
- Drive measurable customer value and adoption by guiding accounts to achieve strategic outcomes and maximise use of core product capabilities.
- Maintain and grow account health, delivering strong net revenue retention through proactive renewal management, early risk identification, and expansion opportunity spotting.
- Deliver high-quality customer engagements, such as QBRs, workshops, and value assessments, that showcase deep understanding and elevate the hx brand.
- Champion cross-functional collaboration, partnering with Sales, Product, and BVC to ensure seamless delivery, resolve issues, and align on customer success strategies.
- Demonstrate hx Values and Culture, providing tangible examples of values-driven behaviour beyond core responsibilities during performance reviews.
- Managed account health and renewals, achieving strong net revenue retention and identifying expansion opportunities in a high-growth setting.
- Collaborated effectively with Sales, Product, and Delivery teams to drive customer success and resolve complex challenges.
We’re building something that asks for commitment and conviction, and we want you to feel excited by the opportunity to grow with us.
Benefits:
- 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: We offer equity across all roles at hx, making it a significant component of total compensation.
- 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 The Ministry.
- Exceptional opportunities for personal development and growth as we build something remarkable together.
Interview process:
- Initial call with our Talent team to kick things off and learn more about your background.
- Manager interview with the Hiring Manager to explore your experience in more depth.
- Skills assessment with the Customer Success team presenting a QBR (ideally in person).
Diversity is not just the right thing to do, it is key to solving the complex challenges we choose to take on. Our dedicated talent team reviews all applications, and we promise to provide feedback regardless of the outcome. Please note that background checks will be conducted as part of the hiring process to ensure compliance with our governance policies. All applicant data will be processed in accordance with data protection regulations and our privacy policy.
Location: London (hybrid)
Employment Type: Full time
Department: Revenue Customer and Consulting Customer Success
CSM Manager in London employer: hyperexponential
At Hyperexponential, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. Our commitment to employee growth is evident through our generous training budget, comprehensive benefits package, and a vibrant work environment that encourages creativity and teamwork. Located in a dynamic office space at The Ministry, we offer unique opportunities for personal development while making a meaningful impact in the insurance industry with cutting-edge AI technology.
StudySmarter Expert Advice🤫
We think this is how you could land CSM Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at hyperexponential. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like hyperexponential before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CSM Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to hyperexponential:Your cover letter is your chance to shine! Tell us why you want to work at hyperexponential specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at hyperexponential!
How to prepare for a job interview at hyperexponential
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
