Customer Success Executive (Hybrid) (Permanent) in London

Hi, I’m James, Head of Customer Success at hx. Her responsibilities mainly include boosting morale, appearing on calls and avoiding anything that looks like account admin.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 hyperexponential (hx)At hyperexponential, we’re building the AI-powered platform that enables the world’s most critical decisions in a $7 trillion industry - which risks to take, and how to price them. These are the decisions that shape real-world outcomes: whether rockets successfully launch into space, autonomous vehicles make it to market, or communities recover after major storms.Until now, insurance has been making billion-dollar decisions using outdated tools. Our platform brings together data, AI, and human expertise to give insurers the fastest path from submission to decision - helping them move faster, act smarter, and take on more risk with confidence.AI is at the core of what we do - from building the world’s first domain-specific AI peer programmer for insurance (think GitHub Copilot with a PhD in actuarial science) to shaping agentic workflows that reinvent how this industry operates.If that sounds like you, join us in building what comes next.About the Customer Success teamOur 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 doingDrive 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.You’ll always have clarity on pay early in the process - our Talent Partner will share details with you during initial conversations - and we’re working towards publishing salary information for all roles globally.Because we’re building at the intersection of technology/SaaS and insurance, our roles don’t always map neatly onto traditional benchmarks. Our approach is to design compensation that’s competitive in the market, fair across teams, and aligned with the impact our people make.Benefits5,000 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 SchemeEquity: We offer equity across all roles at hx, making it a significant component of total compensation. Your Talent Partner will be able to share more details about this.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 MinistryExceptional opportunities for personal development and growth as we build something remarkable together.Interview processInitial 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.Check out our blog at 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.LocationLondon (hybrid)Employment TypeFull timeDepartmentRevenueCustomer and ConsultingCustomer Success