Customer Success
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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Explore our Teams
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
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
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
No perfect fit today? Let’s stay in touch.
Our talent pool is how we stay in touch with people we’d genuinely like to work with. You’ll hear about what we’re building, how our teams are evolving, and where new opportunities are emerging.
If hx might be a place you want to work in the future, you can join below.
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