Strategic Customer Success Manager

About Us At Hiya, we're making calls safe, useful, and human again. Voice is the most human form of communication, yet it's 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, MasOrange,Bell Canada, MasMovil, and Virgin Media O2, we're not just stopping bad actors, we're 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 won't just work on what voice is today, you'll shape what it becomes tomorrow: smarter, safer, and genuinely worth answering again. About the Role We’re hiring a Strategic Customer Success Manager to own and grow a small portfolio of Hiya’s 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. You’ll drive adoption, lead complex programs, deliver measurable value, and unlock multi-million dollar growth within a focused set of high-value telecom accounts. You’ll operate across executive engagement, technical delivery, and commercial expansion—bringing structure to ambiguity and momentum to complex environments. What You’ll Do 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 Hiya’s 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 What You Bring 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 How We Work Hiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems. We work with a high degree of transparency and autonomy . Context is shared openly, and decisions are discussed, challenged, and then made. Once a call is made, we commit and move forward. You'll be expected to work through ambiguity, weigh tradeoffs, and take responsibility for results, while keeping a high bar for quality and customer trust. Every team member at Hiya is expected to live our core values: Serve, our customers and partners by holding a high bar for trust and quality Own, share in success and open up to failures Lead, listen, show up with a point of view but commit entirely once a decision has been made Improve, even if it means changing course or contradicting ourselves Do, rather than observe Our Interview Process Process Overview Our standard interview process follows this sequence: Initial Screen: We confirm baseline alignment, role interest, relevant experience, and logistics. Hiring Manager (HM) Screen: We evaluate role fit, expectations, and execution readiness. Take Home Working Assignment: You'll complete a take-home, role-relevant assignment designed to reflect the kind of work you would do at Hiya. The assignment focuses on how you think, prioritize, and explain your approach. You'll review your work and discuss your reasoning with the interview panel. Assignment-Based Interview Loop: Interviewers will explore how you think through the work, ask questions, respond to feedback, and adapt your approach. Each interviewer focuses on specific competencies and how you make decisions, navigate tradeoffs, and collaborate in real time. Future Hiya Value Interview: An independent conversation focused on your long-term potential, judgment under ambiguity, and ability to create sustained value as scope and complexity increase. Role Details Start Date: Immediately Status: Full-time Type: Hybrid Location: London, United Kingdom Travel: Up to 25% (primarily Nordics) Department: Sales – Customer Success Reports to: Sr. Director, Carrier Sales Direct Reports: No Benefits 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 $1,000/year) WFH equipment stipend $1,000 annual professional development budget Onsite gym (Fora) Lunch 3x per week (Deliveroo) Come Work With Us! We're 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. We've been recognized by Built In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for our culture, innovation, leadership, compensation, and more. At Hiya, we're 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 that's passionate about their work. You'll love working here if you're looking for an innovative challenge that's disrupting an industry. Come join us!