Strategic Customer Success Manager
About The Position
Hiya is hiring a Strategic Customer Success Manager to own and grow a portfolio of its largest and most strategic enterprise customers in North America. This post-sales role drives adoption, leads complex programs, demonstrates measurable value, and identifies opportunities for account expansion. The role works across executive engagement, technical delivery, and commercial growth, and is accountable for retention, Net Revenue Retention (NRR), and customer outcomes. It also serves as a model for strategic account management across the Customer Success team. The position involves building multi-year account plans, aligning Hiya's products to customer goals and metrics, managing executive relationships and renewals, coordinating internal teams, and resolving customer risks and escalations. Hiya describes its working culture as one of ownership, transparency, autonomy, direct engagement with challenging problems, and accountability for results. The company emphasizes customer trust and quality, learning and internal mobility, inclusion, and diverse perspectives.
Requirements
- At least 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 post-sales lifecycle, including adoption, delivery, renewals, and growth.
- Proven ability to drive commercial outcomes, not only customer relationships.
- Confidence engaging executive stakeholders and managing strategic conversations across an organization.
- Comfort working in technical environments involving APIs, integrations, and pilots or proofs of concept, as well as supporting incident response and troubleshooting issues.
- Strong analytical, communication, and presentation skills; a data-driven and proactive approach to ambiguity.
- Experience with Salesforce and a Customer Success platform such as Vitally, Gainsight, Catalyst, Totango, or ChurnZero.
Nice To Haves
- Experience in telecommunications or highly regulated enterprise environments.
- Background in voice technology, network security, fraud prevention, or AI-driven products.
Responsibilities
- Own a portfolio of Hiya's largest and most strategic North America customers, with accountability for retention, NRR, and customer outcomes.
- Build and execute multi-year account plans and mutual success plans aligned with customer goals and Hiya's roadmap.
- Drive product adoption and demonstrate measurable business impact using customer-specific metrics.
- Build relationships across customer organizations and lead executive business reviews that influence customer strategy and direction.
- Identify and help close expansion opportunities, including upsells, cross-sells, and new use cases; partner with Sales and own expansion after the customer's first year.
- Plan renewals well ahead and navigate complex procurement and contract cycles.
- Monitor customer health, identify risks early, and deliver recovery plans with owners, milestones, and customer checkpoints.
- Coordinate across Sales, Product, Engineering, and Support, and manage escalations through resolution.
- Advocate for customer needs and provide actionable feedback to internal teams.
Benefits
- Equity compensation aligned with impact and company growth.
- Learning and development budget.
- Internal mobility and career growth support.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
