Customer Success Manager - Enterprise

The role

You will own a portfolio of 20–25 strategic enterprise accounts across the UK and Europe. You will be accountable for retention, renewals, and expansion by building executive relationships and proving the value of Hiya Connect.

What you will do

• Own 20–25 strategic enterprise accounts across the UK and Europe.
• Build executive relationships from Director to C-level.
• Develop strategic account plans mapping customer objectives and growth roadmaps.
• Lead executive and quarterly business reviews to quantify ROI.
• Run complex renewals and multi-year negotiations.
• Partner with Sales and Solutions Engineering to close expansion.
• Spot risk early through usage, health and relationship signals.
• Turn customer insight into input for Product, Engineering and Marketing.

Required qualifications

• 5+ years in customer success, strategic account management or enterprise account management at a B2B SaaS or technology company
• Fluent English
• Business-level proficiency in at least one of French, Spanish or German
• Track record of owning and growing large, complex enterprise accounts, including six- or seven-figure renewals and expansions against a net revenue retention (NRR) or quota target
• Experience influencing senior executives and working through large organisations with many stakeholders
• Strong commercial sense to build a value case, lead a negotiation and link product capabilities to outcomes
• Experience creating and running strategic account plans and executive business reviews

Nice to have

• Experience managing enterprise customers in regulated industries such as financial services, insurance, telecoms, utilities or healthcare
• A background in communications technology, CPaaS, contact-centre solutions, caller ID, fraud prevention or conversation intelligence
• Working knowledge of UK and EU regulation on caller ID, spam and fraud
• A record of turning customer feedback into product or go-to-market improvements

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.