hiya - Strategic Customer Success Manager
Requirements
• Experience managing large, complex enterprise customers (7-figure / multi-million ARR) • Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth • Solid program management skills; comfortable leading complex, cross-functional initiatives • Confidence operating in technical environments (APIs, integrations, pilots/POCs) • Strong stakeholder management, including executive-level engagement • Highly proactive, data-driven, and comfortable operating in ambiguity • Experience in telecommunications or highly regulated enterprise environments • Background in voice technology, network security, or AI-driven products • Hiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems. • We work with a high degree of transparency and autonomy. Context is shared openly, and decisions are discussed, challenged, and then made. Once a call is made, we commit and move forward. • You'll be expected to work through ambiguity, weigh tradeoffs, and take responsibility for results, while keeping a high bar for quality and customer trust. • Every team member at Hiya is expected to live our core values: • Serve, our customers and partners by holding a high bar for trust and quality • Own, share in success and open up to failures • Lead, listen, show up with a point of view but commit entirely once a decision has been made • Improve, even if it means changing course or contradicting ourselves • Do, rather than observe • OUR INTERVIEW PROCESS
Responsibilities
• Own our 2 largest UK accounts, accountable for retention, growth, and outcomes • Build and execute multi-year strategic customer initiatives aligned to customer goals and Hiya’s roadmap • Drive engagement, adoption and value, translating product capabilities into measurable business impact • Lead end-to-end delivery day to day and complex programs through to production • Identify and Support expansion opportunities (upsell, cross-sell, new use cases) • Build senior relationships and lead QBRs, influencing customer strategy and direction • Act as the central point of coordination across Sales, Product, Engineering, and Support • Manage risk, escalations, and performance to ensure consistent delivery and customer success
Benefits
• 25 days holiday plus bank holidays • Salary sacrifice pension (4% employer contribution) • Paid parental leave • Private medical, dental, and vision (Vitality) • Charity donation matching (up to $1,000/year) • WFH equipment stipend • $1,000 annual professional development budget • Onsite gym (Fora) • Lunch 3x per week (Deliveroo) • COME WORK WITH US! • We're building a team with diverse perspectives, identities, and professional experiences. We evaluate candidates through a business lens and believe that diversity and unique viewpoints make our company stronger, more dynamic, and a great place to build a career. • We've been recognized by Built In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for our culture, innovation, leadership, compensation, and more. At Hiya, we're a people-centric company focused on helping each employee grow both personally and professionally. We create a culture of support and empowerment that challenges the status quo, resulting in an energized team that's passionate about their work. You'll love working here if you're looking for an innovative challenge that's disrupting an industry. Come join us!
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