Principal Customer Success Manager

The role

You will lead relationships with two of Hiya's largest and most strategically important UK customers. You will drive adoption, lead strategic programmes, and deliver measurable value to unlock commercial growth.

What you will do

• Own two of Hiya's largest UK accounts, accountable for retention, growth, and customer outcomes
• Define and execute multi-year customer strategies aligned with customer goals and Hiya's roadmap
• Drive adoption and value, translating product capabilities into measurable business impact
• Lead complex, cross-functional programmes from planning through to production and scale
• Identify and shape significant expansion opportunities across new products and use cases
• Build executive relationships and lead strategic reviews, influencing customer strategy and direction
• Align Sales, Product, Engineering, and Support around a clear customer strategy
• Own risk, senior escalations, and performance to ensure consistent delivery
• Raise the standard of strategic customer management by sharing best practice and coaching colleagues

Required qualifications

• 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)
• Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth
• Solid program management skills
• 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

Nice to have

• Experience working in telecommunications or another complex, highly regulated enterprise environment
• Knowledge of voice technology, network security, identity, fraud prevention, or AI-powered products
• Experience working with major telecom operators or similarly large, matrixed organisations

About the company

Hiya helps businesses create trusted calling experiences through products supporting branded business calling, trusted caller identity, call performance insights, customer engagement, and voice security capabilities.