Lead Customer Success Manager acting as a strategic partner for financial institutions in Australia. Driving engagement strategies to unlock value from data and tools across client organizations.
About the role
- Customer Success Associate at hyperexponential ensuring customer engagement with AI-driven insurance solutions. Managing customer relationships, tracking success metrics, and enhancing product adoption.
Responsibilities
- Define and track customer success criteria and metrics so customers can clearly see progress and value from hx products.
- Proactively manage the health of your customer portfolio by identifying risks and opportunities early and driving agreed actions to resolution.
- Support customers in using hx products effectively and consistently, deepening adoption across teams and workflows.
- Own and deliver QBRs and Account Plans to a high standard, providing clarity for both customers and internal stakeholders.
- Demonstrate and communicate tangible business value from the platform and services, building strong renewal confidence and advocacy.
- Identify and progress opportunities to add further value through additional software or services, always aligning with customer outcomes.
Requirements
- Gained customer-facing experience, whether through work, internships, or volunteering; account management or SaaS exposure is a plus, but not required.
- Shown passion and aptitude for technology and business transformation, with curiosity about how software, data, and AI can change how organisations make decisions.
- Developed excellent presentation skills, both written and verbal, with the ability to explain concepts clearly and confidently.
- Demonstrated strong organisational, time-management, and prioritisation skills, able to manage multiple customers and tasks effectively.
- Proven yourself as a creative self-starter who looks for ways to improve processes, materials, and outcomes.
- Shown keen analytical skills and the ability to gauge and anticipate trends using data, even if you’re early in your journey with metrics and dashboards.
Benefits
- £5,000 training and conference budget for individual and group development.
- 25 days of holiday plus 8 bank holidays (33 days total).
- Company pension scheme via Penfold.
- Mental health support and therapy via Spectrum.life.
- Individual wellbeing allowance via **Juno**.
- Private healthcare insurance through AXA.
- Income protection and Life Insurance.
- Cycle to Work Scheme
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