Strategic Customer Success Manager

At Hiya were 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.

This role sits in a core business area for Hiya and is focused on helping SMB and enterprise customers succeed.

Were hiring a Strategic Customer Success Manager to own and grow a small portfolio of Hiyas most strategic UK Customers. This role sits at a critical point of growth with several major customers launching and scaling rapidly. This is a post-sales quarterback role. Youll drive adoption lead complex programs deliver measurable value and unlock multi-million dollar growth within a focused set of high-value telecom accounts. Youll operate across executive engagement technical delivery and commercial expansionbringing structure to ambiguity and momentum to complex environments.

• Own our 2 largest UK accounts accountable for retention growth and outcomes

• Build and execute multi-year strategic customer initiatives aligned to customer goals and Hiyas roadmap

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

• Lead end-to-end delivery day to day and complex programs through to production

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

• Build senior relationships and lead QBRs influencing customer strategy and direction

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

• Manage risk escalations and performance to ensure consistent delivery and customer success

• 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; comfortable leading complex cross-functional initiatives

• 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

Preferred:

• Experience in telecommunications or highly regulated enterprise environments

• Background in voice technology network security or AI-driven products

• Start Date: Immediately

• Status: Full-time

• Type: Hybrid

• Location: London United Kingdom

• Travel: Up to 25%

• Department: Sales Customer Success

• Reports to: Sr. Manager: Customer Success UK & EU

• Direct Reports: No

• 25 days holiday plus bank holidays

• Salary sacrifice pension (4% employer contribution)

• Paid parental leave

• Private medical dental and vision (Vitality)

• Life insurance (2x salary)

• Charity donation matching (up to $1000/year)

• WFH equipment stipend

• $1000 annual professional development budget

• Onsite gym (Fora)

• Lunch 3x per week (Deliveroo)

At Hiya were making calls safe useful and human again.

Voice is the most human form of communication yet its become one of the least trusted. Spam scams and AI manipulation have eroded what was once a simple way to connect.

Each month our AI voice technology analyzes 28 billion calls protecting over 550 million users and 800 businesses worldwide. Partnering with a growing global network including AT&T Samsung British Telecom EE Rogers MasOrangeBell Canada MasMovil and Virgin Media O2 were not just stopping bad actors were helping people feel good and confident about picking up the phone again.

This is a pivotal moment for voice. As new threats and technologies accelerate so does demand for trusted voice communication. Hiya is growing 40% year over year expanding globally and defining what voice becomes next.

Join us. You wont just work on what voice is today youll shape what it becomes tomorrow: smarter safer and genuinely worth answering again.

Were 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.

Weve been recognized by Built In GeekWire Comparably G2 Forbes and Deloitte Technology Fast 500 for our culture innovation leadership compensation and more. At Hiya were 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 thats passionate about their work. Youll love working here if youre looking for an innovative challenge thats disrupting an industry. Come join us!

Were 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.

Weve been recognized by Built In GeekWire Comparably G2 Forbes and Deloitte Technology Fast 500 for our culture innovation leadership compensation and more. At Hiya were 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 thats passionate about their work. Youll love working here if youre looking for an innovative challenge thats 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.

Required Experience:

IC