Customer Success

hub

Meet the

Customer Success

team

We own the long-term health and value of our customers.

Customer Success at hx sits at the intersection of strategic relationships, complex enterprise dynamics and measurable outcomes: where we work with demanding insurance organisations, help them transform pricing, and prove investment back to their business.

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Your next opportunity

Enterprise Customer Success Manager

New York

Enterprise Customer Success Manager

New York

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Explore our Teams

Customer Success

Customer Success at hx is one unified team managing a small portfolio of high-value, strategic accounts. We own the long-term relationship across actuaries, underwriters and IT - running QBRs, overseeing onboarding, shaping renewals and expansions with AEs. Within the team, people also take on programmatic work like health scoring, renewal playbooks, product feedback loops and AI workflows. This is high-touch, strategic work with real commercial impact.

Customer Success

Customer Success

Customer Success

Fewer accounts. Deeper ownership. Higher stakes.

Know your accounts inside out - or know where to find it fast.

Insurance isn't boring - see the 500 years of history behind it.

We mirror the market - social, relationship-driven, and hands-on.

Ship stuff quickly without sacrificing quality.

High trust and autonomy from day one.

How Customer Success is structured

One team, deeply embedded in accounts

Enterprise strategic accounts

We manage fewer accounts with higher ARR - going deep instead of juggling dozens. We build strategies for actuaries, underwriters and IT, run QBRs and shape renewals with AEs.

Coordinating customer verticals

Orchestrating across multiple cross-functional teams. We're the constant thread from onboarding to expansion, holding the relationship together.

Building CS infrastructure

We own health scoring, renewal playbooks, product feedback loops and AI workflows. These aren't separate roles - everyone contributes to uplifting how the function operates and scales.

James Lubbock

Head of Customer Success

our team

Who you’ll build with

Those shaping what others won’t even try

No team members found for “Customer Success”.

Could this be the place that changes your trajectory?
It might just be.

The patterns of our very best Customer Success people

They ship things quickly without sacrificing quality

They get stuff done fast - follow-ups, strategies, QBR decks - while maintaining high standards. Speed and quality aren't trade-offs here, they're both expected.

They do the basics consistently well

Hygiene in notes, health score accuracy, renewals pipeline, comms recaps - the BAU stuff matters. When accounts are this big and the team is this tight-knit, consistency shows.

They're fluent in every detail of their accounts

If someone asks a question about their customers, they know it or they know where to find it fast. They spot issues and opportunities early, and bring the right people in.

What the environment gives back

High trust and autonomy from day one

We're given complex, high-value accounts early and trusted to lead them. The autonomy isn't earned after years - it's the starting point because the accounts demand it.

A career cornerstone, not just a job

The experience and development we get sets us up as world-class CSMs. If we commit in the right way, this becomes the foundation of our entire career.

Exposure to an industry most people never touch

We learn specialty insurance - 500 years of history, global trade infrastructure, complex risks. It's social, relationship-driven and far more interesting than car and home policies.

The Anatomy of an hxer

Ideas aren't identity
Takes ownership without waiting for permission
Comfortable with ambiguity
Ownership beyond role
Low ego, high standards
Bias for depth
Intellectually curious
Commercially aware
Self-disciplined

Ideas aren't identity
Takes ownership without waiting for permission
Comfortable with ambiguity
Ownership beyond role
Low ego, high standards
Bias for depth
Intellectually curious
Commercially aware
Self-disciplined

Ideas aren't identity
Takes ownership without waiting for permission
Comfortable with ambiguity
Ownership beyond role
Low ego, high standards
Bias for depth
Intellectually curious
Commercially aware
Self-disciplined

No perfect fit today? Let’s stay in touch.

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