Strategic Customer Success Manager

The role

You will own and grow a portfolio of large enterprise customers in North America. You will drive adoption, lead complex programs, and manage retention and Net Revenue Retention.

What you will do

• Own a portfolio of Hiya's largest, most strategic North America customers
• Build and execute multi-year account plans and mutual success plans
• Drive adoption and value by translating product capabilities into business impact
• Build relationships at multiple levels and lead executive business reviews
• Identify and help close expansion opportunities
• Plan renewals and navigate complex procurement and contract cycles
• Monitor customer health and deliver recovery plans
• Act as the central point of coordination across Sales, Product, Engineering, and Support
• Advocate for customer needs and bring actionable feedback to internal teams

Required qualifications

• 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
• Confidence in engaging executive stakeholders and managing strategic conversations
• Comfort in technical environments (APIs, integrations, pilots/POCs)
• Ability to support incident response and troubleshoot issues
• Strong analytical, communication, and presentation skills
• Experience with Salesforce
• Experience with a Customer Success platform such as Vitally, Gainsight, Catalyst, Totango, or ChurnZero

Nice to have

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

Benefits

• Equity Compensation
• L&D budget

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.