Enterprise Customer Success Manager, hyperexponential
£75-85k
+ Share options
2-3 days a week in office
Modelling and analytics for weird and wonderful data sets
Posted today
Modelling and analytics for weird and wonderful data sets
101-200 employees
Posted today
£75-85k
+ Share options
2-3 days a week in office
101-200 employees
Company mission
To reimagine technology to transform analytical decision-making, helping customers make smarter decisions faster.
Role
Who you are
- Having grown our enterprise customer base, hx is now looking to hire a second Enterprise Customer Success Manager with previous experience of nurturing and owning customer relationships with large enterprises
- This position requires a seasoned professional with a proven track record in customer success management, who can quickly develop a deep understanding of our products and services, and the ability to drive strategic initiatives that contribute to the overall growth and success of our customers
- Proven Account Management experience in a customer-facing role - strategy development and SaaS experience preferred
- Experience working with multiple stakeholders in complex, challenging enterprise accounts
- Experience stepping into unfamiliar situations, developing creative solutions, de-escalating critical issues, and ensuring customers are positioned for success
- Strong strategic thinker with exceptional analytical and quantitative problem-solving skills, including the ability to interpret data and drawing insightful conclusions
- Ability to thrive by ‘owning it’ rather than expecting things to be given to you on a plate
- Ability to build strong and deep relationships across different levels of seniority, with an ability to communicate to all stakeholders with confidence and ease
- Exceptional presentation, written and verbal communication skills, and a creative and open mindset
- Strong preparation, time-management, and organisational skills
- Ability to work in a fast-paced, dynamic team environment and effectively multi-task
- *Bonus points if you have done this with a high-growth company, where the product has been changing and updated regularly, requiring a dynamic and agile approach to ensure the content remains current!
- You'll also need to enjoy working and empathise with technical people, such as actuaries and engineers (who make up a lot of hx and our customers)
What the job involves
- This role will report directly to the Customer Success Lead, working closely with the hx Model Development Team (MDT), and the other customer-facing teams to ensure your customers are receiving a world class Customer Success experience
- Sales - beyond "just" a handover to onboarding, and in doing so ensuring a world-class customer experience
- Product - as de-facto business owner of the customer service portal, partnering extremely closely with the relevant product manager & team
- Learning & Education - building out learning pathways for users of our platform, Renew
- As Enterprise Customer Success Manager, you will play a pivotal role in ensuring the success and satisfaction of our clients, particularly those at the enterprise level
- Strategic Account Management:
- Lead and oversee the customer success strategy for key enterprise accounts
- Develop and maintain relationships with C-level executives and key stakeholders
- Collaborate with customers to create comprehensive customer success plans aligned with their business objectives
- Build out detailed org charts defining our stakeholder footprint, identifying strategies to target gaps and build new relationships where necessary
- Empower our customers to be internal ambassadors for hx Renew, and drive growth across the customer organisation as a result
- Business Value Realisation
- Understand and articulate the customer's executive priorities, business objectives and related initiatives where our platform and services can have an impact
- Quantify and describe the business value created by the customer's use of our platform, at present and at full potential
- Identify areas in which we can increase value to our customers through the software and services we offer
- Work with customers to identify specific metrics of success; track and communicate progress on an ongoing basis and during key moments in time (i.e. Quarterly Business Reviews)
- Develop a foundational knowledge of the workings of our platform, Renew, to enable productive conversations with customers focussed on driving best practice
- Cross-functional Collaboration:
- Work closely with Sales, Marketing, Product, and Support teams to ensure a unified approach to customer success
- Work with our Services team and help facilitate strategic and creative problem solving to provide best practices, innovative solutions and drive end-user adoption
- Data Analysis and Reporting:
- Utilise data analytics to assess customer health and proactively focus on adoption gaps to ensure these are addressed as quickly and effectively as possible
- Quickly get to grips with the Customer Health Score, identifying areas for improvement and optimisation
- Provide regular reports and insights to internal teams and customers
- Renewal and Upsell Management:
- Drive customer retention through effective renewal strategies
- Relentlessly focus on ensuring the customer relationship is as healthy as possible with a view to the next renewal, however far away that might be
- Stress test potential risks to the renewal with key internal account stakeholders, agreeing on strategies and activities which are designed to minimise those risks
- Identify upsell and cross-sell opportunities, collaborating with Sales to maximise revenue
- Customer Advocacy:
- Encourage and facilitate customer advocacy, including testimonials, case studies, and participation in marketing initiatives
- Build additional advocacy by providing our customers with a platform for showcasing their success (i.e. Webinar participation, Event speaking opportunities, case study participation, etc.)
- Mentorship and Leadership:
- Provide mentorship to junior members of the Customer Success team, offering guidance on account management strategies, problem-solving, and professional development
- Facilitate knowledge-sharing sessions and training programs to enhance the skills and capabilities of the broader team
- Continuous Improvement:
- Proactively gather customer feedback through surveys, interviews, and regular check-ins to identify areas for improvement and innovation
- Collaborate with internal teams to implement changes and enhancements based on customer feedback and industry best practices
- Initial deliverables:
- Review and analyse your initial customer portfolio and playback initial assessment of each - the current account health, any identified risks to renewals, opportunities for additional adoption and growth, and any extra activities you think we should action for each
- Become familiar and fluent on our Customer Health Score - what it is, how it works and how to interpret the scoring
- Deep-dive into the customer journey plan, ensuring your customers are getting the engagement on offer and proactively suggest any improvements
- Take ownership of QBRs and Account Plans for your customers (as well as any other customer-facing sessions) initially reviewing both, then updating and building on the initial content, and arranging appropriate meetings
- Account Plans - an internal document detailing our goals and strategy for each account, ensuring we have a solid strategy for an upcoming renewal, any growth opportunities and exec sponsor next steps
- QBR - scheduling new sessions and creating a new deck for each upcoming meeting
Application process
- Initial call with our Talent team to kick things off
- Hiring Manager interview with our Customer Success Lead
- Presentation interview
- Values interview
- We offer!
Salary benchmarks
Our take
hyperexponential was created to provide modelling software to help people and businesses build, deploy and manage analytical models that work with small, sparse and fragmented datasets. Its goal is to make teams more agile, collaborate more deeply, and work more productively.
hyperexponential's pricing and data-driven decision-making software is built for the specialty and commercial insurance markets. The product has broad applications, but the company's initial focus is on specialty insurance, a sector the founders know well, having worked there for more than a decade.
hyperexponential currently works with 13 of the largest insurers in Europe and is growing fast. In addition, the company launched Renew Connect, a partnership programme which offers integrations between all the best-of-breed solutions for insurers like Insurdata and Inari, and ensures the data flows freely and consistently between them.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Many candidates hear
back within 2 weeks
32% female employees
69% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"For people who want to grow their career - hx is the place to be. The company welcomes innovation and creativity - if you can dream it you can build..."
Funding (2 rounds)
Jan 2024
$73m
SERIES B
Jun 2021
$18m
SERIES A
Total funding: $91m
Company benefits
- Share options
- Regular remote hackathons, lunch & learns, socials and games nights
- Top-spec equipment
- Huge opportunity for personal development and mastery as we grow together
- £2,500 annual individual training budget plus £2500 for team training and conference budget + access to Udemy
- 33 days annual leave (incl. public holidays)
- Private Health Insurance through AXA - including medical, dental, mental health cover + gym membership
- Mental healthcare with our partner Spectrum.life and well-being budget via Juno
- Enhanced pension via Penfold
- Snacks, drinks fridge, fun office @ The Ministry with access to the gym
Company values
- We are owners - We help move hyperexponential forward without being told
- We push boundaries - We keep going for ourselves and our customers when most would stop
- We grow - We learn deeply, by making things. We improve through data and insights
- We go deeper - We apply a thoughtful and customer centric mindset to all we do
- We do the right thing - We are usually nice, never disrespectful, and always kind
Company HQ
London, UK
Articles
Leadership
Amrit Santhirasenan
(CEO)CompSci at the University of York, qualified actuary and previous Head of Pricing and Analytics of Tokio Marine Kiln, one of the largest managing agents at Lloyd’s.
Michael Johnson
(CPO)Maths/CompSci graduate, qualified actuary and previous Pricing/Analytics Manager at Tokio Marine Kiln.
People progressing
They joined hyperexponential in 2020 when the company still had a fairly small Engineering team. They were given the opportunity to step in as a Team Lead and ended up being one of the first Team Leaders within ProdEng.
Diversity, Equity & Inclusion at hyperexponential
Rotem Ben-David (Head of People Operations & Performance)
- We are committed to diversity and equal opportunity. We believe that the more inclusive we are, the better our work and culture is. We are not yet where we want to be in terms of balance, but it is our mission to build a team that represents a variety of backgrounds and perspectives and we are working hard towards that goal.
Share this job
View 22 more jobs at hyperexponential