• Ensure the team effectively quantifies and communicates the ROI of our platform, transforming commoditized use of our products and reactive customer interactions, into frictionless partnerships. • Establish proactive, customer-centric risk-identification frameworks and playbook methodologies to flag and rescue at-risk accounts early. • Drive a robust commercial motion focused on identifying up-sell and cross-sell opportunities that genuinely align with the customer’s evolving business goals. • Directly manage a diverse, matrixed regional team and foster a culture of empathy, high performance, and accountability. • Manage a high-performing team of 6–10 Senior Customer Success Managers handling your most complex, high-touch strategic accounts. • Oversee a Team Lead managing 5–6 Junior CSMs, ensuring customer-centric, digital-touch methodologies deliver high satisfaction even at scale. • Oversee a Team Lead managing 5–6 Technical Solution Managers (TSMs), ensuring seamless implementation and aligning technical health with the customer's broader business objectives. • Act as the ultimate advocate for AMER enterprises, ensuring a customer-first mindset permeates every layer of the regional organization. • Systematize the collection of regional customer insights, pain points, and market trends. Actively bring this Voice of the Customer to Executive leadership, Product, Engineering, and Marketing to directly influence the global product roadmap and corporate strategy. • Champion and drive the adoption of an AI-first mindset within the CS organization. Encourage continuous experimentation with AI tools to optimize productivity and eliminate administrative overhead. • Partner with CS Operations to implement AI-driven tooling for automated call summaries, predictive sentiment analysis, and automated proactive outreach playbooks. • Train and guide the management layer to leverage AI diagnostics for faster root-cause analysis of customer health and churn risks.

• Drive First Alert product adoption, renewal, and usage among First Alert customers • Build a strategy to foster account growth within Italian and Spanish Public Sector accounts • Serve as a First Alert platform expert to develop and maintain relationships across your account portfolio • Collaborate with Account Executives to develop and execute short and long-term strategies for your assigned portfolio • Partner with other Customer Success colleagues to drive product adoption, renewal, upsells and customer satisfaction • Collect customer feedback to leverage data-driven metrics and reporting to understand and stay ahead of risks and opportunities that impact retention and growth • Conduct quarterly customer reviews to ensure service and product quality remain exemplary and deliver customer satisfaction by bringing value to our customers daily

• Owning the overall relationship with assigned clients, which includes: • Increasing adoption, ensuring retention, and satisfaction • Establishing a trusted/strategic advisor relationship with each assigned client and driving the continued value of our products and services • Developing, preparing, and nurturing customers for advocacy • Working with clients to establish critical goals or other key performance indicators, and aid the customer in achieving their goals • Working to identify and/or develop upsell opportunities • Working only with our largest customers who represent a significant amount of upsell

Title: Customer Success Manager Location: New York (hybrid) Department: Revenue Employment Type: Full time Department: RevenueCustomer and Consulting Customer Success Compensation: $111,150 – $135,850 • Offers Equity • $11,150 – $13,850 Bonus Job Description: Hi, I’m James - Head of Customer Success at hx. Customer Success at hx is about much more than account management. We work with some of the world’s largest insurers to make sure hx is driving real outcomes across pricing, underwriting and portfolio strategy. Earlier this year, we hired Corey as our first Enterprise CSM in the US. We’re now hiring our second and third CSMs in the market, joining a US team of 17 people and helping us build the next stage of Customer Success in one of hx’s most important growth markets. These roles will work closely with some of our largest customer accounts, building trusted relationships with senior insurance stakeholders, driving adoption, managing renewals and helping turn 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 scales in the US. 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. We help them move faster, act smarter, and take on more risk with confidence. Backed by a16z, Highland Europe, and Battery Ventures, we’re scaling globally. We are already trusted by nearly 50 of the world’s largest insurers, with near 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 built to endure. If that sounds like you, join us in building what comes next. About the Customer Success team The Customer Success team plays a critical role in hx’s growth by ensuring our largest and most complex US enterprise customers realize sustained value from the platform. Through deep partnerships with tier-one insurers, the team directly influences renewals, expansion revenue, and long-term account health. We operate as trusted advisors to our customers, collaborating closely with Sales, Product, Delivery, and Business Value Consulting to drive adoption, solve complex problems, and surface insights that shape the future of the hx platform. Success is measured through customer outcomes, net revenue retention, and durable executive relationships. As a Customer Success Manager, you will own a portfolio of accounts and be accountable for customer value, renewals, and expansion. Your work will directly impact revenue retention, customer advocacy, and hx’s reputation in the US insurance market. What you’ll be doing - Partner with US insurance customers to understand their goals across pricing, underwriting and portfolio management, and help them get sustained value from hx. - Own customer health across your portfolio, tracking adoption, risks, actions and next steps clearly. - Support renewal and expansion planning by identifying risks, customer needs and commercial signals early, working closely with Sales and CS leadership. - Lead customer engagements such as QBRs, value reviews, workshops and regular account check-ins. - Build strong relationships with a range of customer stakeholders, from day-to-day users through to senior sponsors. - Work closely with Sales, Product, Delivery and Business Value Consulting to unblock issues and create a joined-up customer experience. - Capture useful customer feedback and share it clearly with internal teams to help improve our product, delivery and ways of working. - Contribute to repeatable CS processes as the US team scales, including success planning, customer health reporting and account planning. What you’ll need to have done - Built trusted relationships with senior customer stakeholders and supported long-term account health. - Supported renewals, risk management or expansion conversations in partnership with Sales or Account Management teams. - Led customer meetings such as QBRs, value reviews, workshops or success planning sessions. - Worked cross-functionally with Sales, Product, Delivery, Implementation or similar teams to resolve customer challenges. - Used data, customer insight or health metrics to prioritise actions and make good decisions. - Operated well in fast-moving or ambiguous environments, with a bias towards ownership and clear communication. You’re unlikely to thrive here if - You prefer transactional customer relationships over building long-term, strategic partnerships. - You wait for a detailed playbook before taking action or solving problems. - You are uncomfortable working with technical products or complex customer environments. If reading our Culture Document leaves you feeling neutral rather than energized, hx may not be the place where you will do your best work. We are building something that asks for commitment and conviction, and we want you to feel excited by the opportunity to grow with us. Compensation Salary Range: $111,150 - $135,850 Bonus/Variable: $11,150 - $13,850 The posted range represents the typical compensation range for this role. To determine actual compensation we review the market rate of each candidate which can include a variety of factors including qualifications, experience etc. 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. Benefits - $6000 training and conference budget for individual and group development. - Full medical, dental, vision package to fit your needs - Mental health support via Spring Health and Rula - Access to One Medical - Flexible vacation policy; work hard and take time when you need it - Pet discount plans, retirement plan (401K), and discount programs available to employees 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 our WeWork office space. - Exceptional opportunities for personal development and growth as we build something remarkable together. 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. {{Base: Salary Range: $111,150 - $135,850 with a commission variable of 10%. 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.}} 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.