Customer Success Lead

Mission

We're disrupting the insurance industry with our platform Renew, which insurers use to build mathematical models to make complex pricing decisions. Solving questions such as:

• What are the chances that SpaceX's next launch will fail?
• What are the chances of Kanye West cancelling his sell-out tour?

Renew is self-serve - allowing insurance professionals to login to our development platform and build their own models in a "pro-code" environment, using the open source language of Python.

Having grown our customer base to ~10 large Enterprise clients, hx is now looking to hire a Customer Success Lead with experience owning and building a Customer Success team.

This role will report directly to the VP Customer & Consulting, working closely with the hx model development team (MDT), and expected to partner across the organisation including with:

• Marketing - particularly product marketing to drive customer happiness and growth
• 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

The mission of the Customer Success Lead is to build out the team, tools & processes required for hx as a whole to augment around the common objective of earning the right for our customers to love us - ultimately driving increased customer happiness, adoption and growth.

An important aspect of this will be approaching the challenge through a results-oriented, solutions focussed lens - demonstrating how hx and our product Renew directly addresses customer problems and enables new business opportunities.

Key Responsibilities

Note: hx is still a relatively early-stage business, and our culture prizes initiative highly - as such this section is a good indicator of your role, but the list isn’t exhaustive.

You will:

Lead a Customer Engineering team which focuses on generating value for our customers

• Design an onboarding process that takes a customer through the shortest path to value whilst complying with their requirements based on complex application and network eco-systems
• Maximise the value (ROI) obtained from Renew throughout the lifecycle, working closely with the Product Engineering team to develop new features for our customers
• Work with Product Engineering to develop a plan to train a team of engineers and then embed them in your team for first line support

Provide scalable, market-leading support and training to a diverse and demanding global customer base via an array of channels

• Map out the customer journey, including key stakeholders (internal & external) and how we will measure the success of each stage in the journey
• Define and deliver - in partnership with Product - a best-in-class customer support portal, providing visibility around support, feature and training requests
• Ownership of the support contract metrics and ensuring contractual adherence to SLAs
• Build the playbook to maximise customer success, solving their problems and driving growth through unlocking the full potential of Renew

Deliver market-leading visibility into how our customers use our platform to help us to build better features and improve customer satisfaction

• Improve customer satisfaction through best in class data driven engagement and support
• Define and automate reporting on key KPIs and metrics which will help us understand usage and customer happiness, build better features and and deliver focused training
• Integrate with our Salesforce stack CRM

Initial Deliverables

You will:

• Develop your strategy to allow us to deliver customer support at scale within your first 3 months, and have these fully embedded in the team within 6 months
• Work with our Product Engineering team to design and deliver a system and process to provide best-in-class visibility of our customers' Renew usage, including how they use it.
• Define a suite of KPIs and metrics to measure customer satisfaction
• Work with the hx Talent team to build the best Customer Success capability the industry has seen. Our Talent team will guide you through this and bespoke the hiring process and marketing to attract the very best people, and then go to market together!
• Create hx's Customer Journey Map and Playbook allowing us to maximise the value customers will see in Renew from initial onboarding and throughout throughout their customer lifecycle

Competencies

If you're the right fit for this role, you will be able to show clear evidence of:

Enthusiasm

To create the best Customer Success capability of its kind, you'll need to demonstrate passion and enthusiasm around technology and how this can be adapted to solve our clients needs.

Autonomy

You'll be given a lot of freedom and flexibility to build out our processes and ways of working. This means you'll need to show:

• Proactivity and initiative - you'll be the expert, bringing in new ways of thinking to the business, and teaching us best practices, so you'll be excited about driving the direction
• Execution - delivery is paramount at hx. The Customer Success Lead will set the quality bar for how we enable our customers - so it's critical that the bar is set high!

Thoughtfulness

As a B2B SaaS platform currently operating in a specialty industry, we do not have a large number of customers relative to other tech companies. This makes it critical that you display long term thinking to consider the impact on our customers of any decision. You will need to combine your existing knowledge with research, deep thinking and experimentation - as well as cross company collaboration - to build a customer success capability which is restless in it's pursuit of best practice

Experience and Skills

hx is far less interested in counting years over evidence of delivery, and our requirements reflect this.

You will have:

• Experience responsible for Customer Success or a sub-function within Customer Success - including accountability for metrics & team
• A strong understanding of and experience in implementing best-practice Customer Success processes at a high-growth B2B SaaS company
• A proven history of onboarding new customers and helping to design features to measure customer requests through usage of Renew – tailoring their Renew environment, making any required customisations to configurations, themes, and functionality
• Experience defining data driven insights in a B2B SaaS company
• Knowledge of measuring customer performance and overall happiness through usage, growth and their journey - emphasis on performance against SLA's
• The ability to negotiate renewals and help drive commercial growth
• A track record of building high performing teams by attracting and inspiring the best talent
• *Bonus points for an interest in Insurance or specifically how technology is disrupting the Insurance world
• *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 + very staff-friendly EMI share options
• £5,000 annual learning & development allowance
• 33 days annual leave (inc. public holidays)
• £250 gadget-for-the-office budget (on hiatus due to Covid)
• Top-spec equipment (laptop, wireless keyboards, screens, etc)
• Huge opportunity for personal development and mastery as we grow together
• Regular remote hackathons, lunch & learns, socials and games nights
• Team breakfasts and lunches, snacks, drinks fridge, fun office @ The Ministry
• Annual team trip somewhere warm (sadly on hold due to COVID19)

What’s next?

• Initial call with our Talent team to kick things off
• Introductory call with your future manager
• Practical interview + Meet the Team
• Meet your future manager in person
• Meet the CEO/Co-Founder
• We offer!

Diversity @ hx

We are committed to diversity and equal opportunity. We’re a talented and high-energy, but low-ego and kind team who believes that the more inclusive we are, the better our work and culture is. We are not yet where we want to be in terms of balance, but it is our mission to build a team that represents a variety of backgrounds and perspectives and we are working hard towards that goal.

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