Customer Success Associate

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Until now, insurance has been making billion-dollar decisions using outdated tools. We're changing that. 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.

Backed by a16z, Highland Europe, and Battery Ventures, we're scaling globally - already trusted by nearly 50 of the world's largest insurers, with zero churn and billions in premiums flowing through hx.

What began as a single product in one market has rapidly evolved into a multi-product, multi-territory platform powering every stage of pricing and underwriting. 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.

What makes hx different is the people who build it. Here, impact isn't tied to title or tenure; it's defined by the challenges you take on and the discipline you bring. Surrounded by peers who stretch you, you'll do the best, hardest work of your life in a company engineered to endure.

If that sounds like you, join us in building what comes next.

About the team

The Customer Success team at hx is central to our mission of helping insurers unlock measurable value from our entire product suite, including hx Renew and other innovative solutions. We work with a diverse portfolio of customers, from global leaders to ambitious scale-ups, ensuring they achieve their business goals and embed hx products into their core operations.

Our team thrives on proactive engagement, analytical thinking, and a deep commitment to customer outcomes. Collaboration is at the heart of what we do—working closely with Sales, Product, and Learning teams to deliver a seamless customer experience. As hx continues to scale, every team member plays a pivotal role in shaping our approach and building long-term partnerships that fuel our growth.

Joining this team means being part of a high-impact, growth-focused environment where your contributions directly influence customer success and the future of our business.

What you’ll be doing

• Define and track customer success criteria and metrics so customers can clearly see progress and value from hx products.

• Proactively manage the health of your customer portfolio by identifying risks and opportunities early and driving agreed actions to resolution.

• Support customers in using hx products effectively and consistently, deepening adoption across teams and workflows.

• Own and deliver QBRs and Account Plans to a high standard, providing clarity for both customers and internal stakeholders.

• Demonstrate and communicate tangible business value from the platform and services, building strong renewal confidence and advocacy.

• Identify and progress opportunities to add further value through additional software or services, always aligning with customer outcomes.

What you’ll need to have done

• Gained customer-facing experience, whether through work, internships, or volunteering; account management or SaaS exposure is a plus, but not required.

• Shown passion and aptitude for technology and business transformation, with curiosity about how software, data, and AI can change how organisations make decisions.

• Developed excellent presentation skills, both written and verbal, with the ability to explain concepts clearly and confidently.

• Demonstrated strong organisational, time-management, and prioritisation skills, able to manage multiple customers and tasks effectively.

• Proven yourself as a creative self-starter who looks for ways to improve processes, materials, and outcomes.

• Shown keen analytical skills and the ability to gauge and anticipate trends using data, even if you’re early in your journey with metrics and dashboards.

You’re unlikely to thrive here if

• You prefer to wait for direction rather than proactively identifying and solving problems.

• You focus on activity over outcomes, losing sight of the business impact for customers.

• You struggle to adapt your communication style for different audiences or to collaborate across teams.

If reading our Culture Document leaves you feeling neutral rather than energised, hx may not be the place where you'll do your best work. We're building something that asks for commitment and conviction, and we want you to feel excited by the opportunity to grow with us.

Compensation

At hx, we’re committed to salary transparency. 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.

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. Your Talent Partner will be able to share more details about this.

Additional perks

• Top-spec equipment (laptop, screens, adjustable desks, etc.).

• 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 Head of Customer Success to explore your experience in more depth.

• Skills assessment with the Customer Success team, presenting a QBR (ideally in person).

• Values interview to get to know how you work and how that aligns with hx’s culture.

• We offer!

Our commitment to Diversity

hxer’s are at the centre of everything we build. We know that progress depends on diverse perspectives, and we are committed to creating an environment where everyone can thrive, grow, and make an impact. We recognise there is always more to do, and we take responsibility for shaping a workplace that is not only diverse but genuinely inclusive.

Diversity is not just the right thing to do, it is key to solving the complex challenges we choose to take on. By welcoming people from all backgrounds and experiences, we strengthen our ability to question assumptions, push boundaries, and design solutions that endure.

If you’re energised by complexity and motivated to grow, we encourage you to apply and join our global team.

Next steps

If this opportunity resonates with you, we encourage you to apply or share it with your connections! Our dedicated talent team reviews all applications, and we promise to provide feedback regardless of the outcome.

For more information about applying and to view other opportunities, you can visit our careers page.

Check out our blog at https://www.hyperexponential.com/blog

Please note that background checks will be conducted as part of the hiring process to ensure compliance with our governance policies. We handle all background checks sensitively and in full compliance with relevant regulations. All applicant data will be processed in accordance with data protection regulations and our privacy policy.