Strategic Customer Success Manager

About the Role

We're hiring a Strategic Customer Success Manager to own and grow a portfolio of Hiya's largest and most strategic enterprise customers in North America. This is a post-sales "quarterback" role: you'll drive adoption, lead complex programs, prove measurable value, and unlock expansion across your accounts.

You'll operate across executive engagement, technical delivery, and commercial growth, bringing structure to ambiguity and momentum to complex environments. You're accountable for retention and Net Revenue Retention (NRR) in your book, and you'll be a role model for strategic account management across the Customer Success team.

What You'll Do

• Own a portfolio of Hiya's largest, most strategic North America customers, accountable for retention, NRR, and customer outcomes.
• Build and execute multi-year account plans and mutual success plans aligned to customer goals and Hiya's roadmap.
• Drive adoption and value, translating product capabilities into measurable business impact tied to the customer's own metrics.
• Build relationships at multiple levels of the customer's organization, and lead executive business reviews that influence customer strategy and direction.
• Identify and help close expansion opportunities (upsell, cross-sell, new use cases), partnering with Sales and owning expansion after the customer's first year.
• Plan renewals well ahead of time and navigate complex procurement and contract cycles.
• Monitor customer health, spot risks early, and deliver recovery plans with owners, milestones, and customer checkpoints before a renewal is at risk.
• Act as the central point of coordination across Sales, Product, Engineering, and Support, and manage escalations through to resolution.
• Advocate for customer needs and bring actionable feedback to internal teams.

What We Are Looking for

• 5+ years of Customer Success, Account Management, Consulting, or related customer-facing experience in a SaaS environment.
• Experience managing large, complex enterprise customers and driving retention outcomes.
• A strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth.
• Proven ability to drive commercial outcomes, not just relationships.
• Confidence in engaging executive stakeholders and managing strategic conversations across an organization.
• Comfort in technical environments (APIs, integrations, pilots/POCs), plus the ability to support incident response and troubleshoot issues.
• Strong analytical, communication, and presentation skills; data-driven and proactive in ambiguity.
• Experience with Salesforce and a Customer Success platform such as Vitally, Gainsight, Catalyst, Totango, or ChurnZero.

You’ll Likely Stand Out If You Have

• Experience in telecommunications or highly regulated enterprise environments.
• Background in voice technology, network security, fraud prevention, or AI-driven products.

How We Work

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

Compensation & Ownership

• Equity Compensation: ownership aligned with your impact and the company's growth
• We offer an L&D budget to support your growth and real internal mobility so career pathing isn't just a talking point - because we're building this with people who own the outcome.
• 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!