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Hiya is a voice communications platform that helps businesses create trusted calling experiences. The company provides branded business calling, trusted caller identity, call performance insights, customer engagement, and voice security capabilities.
In this role, you will own a portfolio of 20–25 strategic enterprise customers across the UK and Europe, with full accountability for gross and net revenue retention, renewals, and expansion. You will serve as a trusted adviser to senior leaders at these accounts, proving measurable value and growing each account over time.
Key responsibilities include:
- Managing a strategic account portfolio with accountability for revenue retention, renewals, and expansion targets
- Building and maintaining executive relationships from Director to C-level across customer experience, contact centre, marketing, fraud, security, and procurement functions
- Developing strategic account plans that map customer objectives, success metrics, buying centres, and growth opportunities into clear roadmaps
- Leading executive and quarterly business reviews that quantify ROI (answer-rate uplift, contact-centre efficiency, fraud reduction) and establish next priorities
- Running complex renewals and multi-year negotiations covering pricing, contract structure, procurement, legal, and security; forecasting accurately in CRM
- Partnering with Sales and Solutions Engineering to identify and close expansion opportunities across new business units, geographies, use cases, and products
- Identifying customer risk early through usage, health, and relationship signals; translating insights into actionable input for Product, Engineering, and Marketing teams
You will work closely with Sales, Solutions Engineering, Product, and Hiya's leadership team. The company emphasizes ownership, transparency, autonomy, and a high bar for quality and customer trust.
REQUIREMENTS:
- Typically 5+ years in customer success, strategic account management, or enterprise account management at a B2B SaaS or technology company
- Fluent English plus business-level proficiency in at least one of French, Spanish, or German, with confidence to lead executive conversations, renewals, and commercial negotiations in that language
- Proven track record owning and growing large, complex enterprise accounts, including six- or seven-figure renewals and expansions against net revenue retention (NRR) or quota targets
- Experience influencing senior executives and navigating large organisations with multiple stakeholders
- Strong commercial acumen: ability to build value cases, lead negotiations, and link product capabilities to customer financial and operational outcomes
- Experience creating and running strategic account plans and executive business reviews
IDEAL CANDIDATES MAY ALSO HAVE:
- Experience managing enterprise customers in regulated industries (financial services, insurance, telecoms, utilities, healthcare), ideally across multiple European countries
- 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
- Track record of translating customer feedback into product or go-to-market improvements
