Strategic Customer Success Manager

About Us

At Hiya, we’re revolutionizing voice communication. Our mission is to modernize voice with intelligence for security and productivity

Since 2015, when we introduced the first mobile caller ID and spam-blocking apps, we’ve been at the forefront of voice intelligence innovation. In 2016, we partnered with Samsung and AT&T to launch Hiya Protect, the first network-based spam-blocking solution. In 2019, we introduced Hiya Connect, a branded call SaaS platform that helps businesses reach more customers by phone.

Today, our Voice Intelligence Platform supports over 500 million users globally. By using adaptive AI and audio intelligence, it delivers smarter, safer, and more productive voice calls across networks, apps, and devices. Our network & solution partners have grown to include British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, MasMovil, Telenor, FICO, Twilio, and more.

About The Position

We are seeking a talented and driven Strategic Customer Success Manager to join our growing team in London. This is an individual contributor role that owns customer relationships post-sale, ensuring adoption, retention, and expansion of Hiya’s SaaS solutions. You will work closely with Sales, Product, and Support to help our customers maximize the value of Hiya Connect and Hiya Protect.

We’re excited about you because you are customer-obsessed, thrive in a fast-paced startup environment, and bring excellent communication skills to every interaction. You’re data-driven, proactive in problem-solving, and eager to partner with teams across the business to deliver an outstanding customer experience.

What You’ll Do

• Own and execute strategic success plans for enterprise / key accounts
• Drive quarterly business reviews and strategic roadmap discussions with C-level stakeholders
• Lead expansion revenue initiatives and upselling strategies
• Conduct account risk assessments and develop mitigation strategies
• Influence product strategy through strategic customer insights and market analysis
• Engage underperforming accounts with insights, data, and recommendations for improvement
  
  

Qualities That Will Make You Successful

• Multilingual candidates are strongly preferred, with German-speaking candidates receiving priority consideration
• 5+ years in customer success or account management
• Proven track record managing enterprise accounts ($100K+ ARR)
• Experience with strategic planning and executive-level relationship building
• Background in consultative selling and revenue expansion
• Industry expertise in telecommunications or SaaS security solutions preferred
• A proven track record of exceeding goals in a metric-driven environment
  
  

The person in this role must embody Hiya’s key values of Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success, and Leading by showing up with a point of view, engaging in open discussion, listening respectfully to others opinions and committing to decisions.

Benefits

• 25 holiday plus bank holidays
• Opt in salary sacrifice pension scheme (company full 4% of basic salary contribution)
• Paid parental leave
• Private medical, dental and vision insurance through Vitality
• Employer-paid life insurance 2x base salary
• Donation Matching for a charity of your choice (up to $1,000/ year)
• WFH equipment stipend
• $1,000/year in Professional Development funds
• Onsite office gym through Fora
• Lunch provided 3x week by Deliveroo
  
  

This position is based in London, UK. Office location: 151 Wardour Street, W1F 8WE

We are building a team with a variety of perspectives, identities, and professional experiences. We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career.

Our team has won various awards over the last 4 years from Built-in Seattle and Seattle Business Week to #86 on Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya, we are a people-centric company focused on helping each and every one of our employees grow both personally and professionally. We feel that creating a team culture of support and empowerment to challenge the status quo results in an energized and passionate team that is continuously challenged and passionate about the work they are doing. You'll love working here if you are looking for an innovative challenge that is disrupting an industry. Come join us!