Strategic Customer Success Manager

About Hiya

At Hiya, we’re making business calls more trusted, useful, and effective.

Voice remains one of the most important ways businesses communicate with their customers, but the value of a call depends on trust. When customers do not recognize who is calling or why, important conversations are missed, customer relationships suffer, and business outcomes are harder to achieve.

Hiya helps businesses create trusted calling experiences that benefit both sides of the conversation: enterprises can reach customers with confidence, and customers can answer with confidence. Our products support branded business calling, trusted caller identity, call performance insights, customer engagement, and voice security capabilities that help businesses strengthen relationships and improve outcomes.

About the role

The Strategic Customer Success Manager is an individual contributor role based in London. You’ll own and grow a small portfolio of Hiya’s most strategic customers among French and other European operators. In this post-sales role you’ll be the central connector and orchestrator for each account. You’ll help customers adopt Hiya, guide complex programs, deliver measurable value and open up multi-million dollar growth across a focused set of high-value telecom accounts. You’ll work across executive relationships, technical delivery and commercial expansion, partnering closely with Sales, Product, Engineering and Support to bring clarity and momentum to complex environments.

We’re excited about you because you take initiative, use data to guide your decisions and are comfortable navigating ambiguity. You build trusted relationships with senior stakeholders, guide complex programs through to production, and work comfortably in French and English with operators across Europe.

What You’ll Do

• Own a portfolio of strategic European operator accounts, accountable for retention, growth and customer outcomes

• Build and deliver multi-year strategic initiatives aligned to customer goals and Hiya’s roadmap

• Deepen engagement, adoption and value, translating product capabilities into measurable business impact

• Oversee day-to-day delivery and guide complex programs through to production

• Identify and develop expansion opportunities (upsell, cross-sell, new use cases)

• Build senior relationships and run QBRs, helping shape customer strategy and direction

• Act as the central point of coordination across Sales, Product, Engineering and Support

• Manage risks, escalations and performance to ensure consistent delivery and customer success

What We Are Looking For

• 5+ years in Customer Success, Strategic Accounts or similar roles in SaaS or platform businesses

• Experience managing large, complex enterprise customers (7-figure / multi-million ARR)

• A proven track record across the full post-sales lifecycle: adoption, delivery, renewals and growth

• Solid program management skills and experience coordinating complex, cross-functional initiatives

• Comfort working in technical environments (APIs, integrations, pilots/POCs)

• Excellent stakeholder management skills, including building relationships at executive level

• A proactive, evidence-based approach and comfort navigating ambiguity

• Fluency in French and English, written and spoken

You'll Likely Stand Out If You Have

• Experience in telecommunications or highly regulated enterprise environments

Role Details

• Type: Hybrid

• Location: London, United Kingdom

• Travel: Up to 25%

• Department: Sales – Customer Success

• Reports to: Strategic Operator Success Team Lead

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!

Hiya is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.