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hyperexponential · 4 days ago

Enterprise Customer Success Manager

New York, United States

Full-time

Hybrid

Mid, Senior Level

$110K/yr - $160K/yr

Hyperexponential is building an AI-powered platform that transforms decision-making in the insurance industry. The Enterprise Customer Success Manager will manage a portfolio of strategic accounts, ensuring that enterprise customers achieve sustained value from the platform while driving renewals and expansion revenue.

InsuranceInsurTechMachine LearningSoftware

Responsibilities

Act as a strategic partner to a portfolio of complex US enterprise insurance customers, aligning underwriting and pricing objectives to hx’s AI-powered platform to drive sustained adoption and measurable business outcomes

Own account health and commercial performance end-to-end, including renewals, expansion identification, and proactive risk management to deliver strong GRR and NRR across your portfolio

Forecast and deliver against core Customer Success metrics, regularly inspecting pipeline, renewal likelihood, and expansion signals to support predictable regional revenue outcomes

Lead high-impact customer engagements such as QBRs, executive workshops, and value assessments that demonstrate ROI, reinforce hx’s strategic value, and deepen executive-level relationships

Capture structured customer feedback and performance insights, translating them into clear recommendations that influence product roadmap decisions and operational improvements

Partner cross-functionally with Sales, Product, Delivery, and Business Value Consulting, leveraging AI-enabled tools and workflows to unblock issues, improve efficiency, and enhance customer outcomes

Qualification

Enterprise SaaS managementCustomer success metricsCross-functional collaborationCommercial acumenAI-enabled toolsStrategic partnershipsCustomer advocacyProblem-solving

Required

Managed and grown complex enterprise SaaS accounts, driving measurable customer outcomes, strong platform adoption, and consistent renewal performance across a portfolio

Executed proactive renewal and expansion strategies that contributed to high net revenue retention, with clear ownership of commercial outcomes and account health

Led senior executive customer interactions including QBRs, value reviews, or strategic workshops that influenced decision-making and strengthened long-term partnerships

Worked cross-functionally with Sales, Product, and Delivery teams to resolve complex customer challenges and deliver aligned success plans in ambiguous environments

Demonstrated strong commercial and analytical acumen, including understanding value drivers, renewal dynamics, forecasting, and metrics-driven decision-making

Adopted AI-enabled tools or workflows to improve productivity, customer insight, or operational efficiency, showing curiosity and willingness to experiment with emerging technologies that drive impact