Enterprise Customer Success Manager

Enterprise Customer Success Manager

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 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

Key Responsibilities

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.

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.

In this role you will be focused on the following:

1. Strategic Account Management:

2. Business Value Realisation

3. Cross-functional Collaboration:

4. Data Analysis and Reporting:

5. Renewal and Upsell Management:

6. Customer Advocacy:

7. Mentorship and Leadership:

8. Continuous Improvement:

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

Required experience and skills

• 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 do we offer?

• Competitive salary + share options

• £5,000 for individual and group training and conference budget

• 25 days’ holiday plus 8 bank holiday days (33 in total)

• Company pension scheme via Penfold

• Mental health and therapy provision via ⁠Spectrum.life

• Individual wellbeing allowance via Juno

• Private healthcare insurance through AXA

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

• Regular remote & in-person hackathons, lunch & learns, socials and games nights

• Team breakfasts and lunches, snacks, drinks fridge, fun office @ The Ministry

• Huge opportunity for personal development and mastery as we grow together!

What’s next?

• Initial call with our Talent team to kick things off

• Hiring Manager interview with our Customer Success Lead

• Presentation interview

• Values interview

• We offer!

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