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Hiya is a trusted calling platform that helps businesses create confident communication experiences. The company provides branded calling, caller identity verification, call performance insights, and voice security capabilities for enterprises and SMBs.
As a Strategic Customer Success Manager, you will own and grow a portfolio of Hiya's most strategic European operator customers, with a focus on French-speaking markets. This is an individual contributor role based in London with up to 25% travel.
You will serve as the central connector and orchestrator for each account, responsible for customer adoption, program delivery, and multi-million dollar growth across high-value telecom accounts. Your responsibilities include:
- Owning a portfolio of strategic European operator accounts, accountable for retention, growth, and customer outcomes
- Building and delivering multi-year strategic initiatives aligned to customer goals and Hiya's product roadmap
- Deepening customer engagement and adoption by translating product capabilities into measurable business impact
- Overseeing day-to-day delivery and guiding complex programs through to production
- Identifying and developing expansion opportunities including upsells, cross-sells, and new use cases
- Building senior-level relationships and conducting quarterly business reviews to shape customer strategy
- Acting as the central coordination point across Sales, Product, Engineering, and Support teams
- Managing risks, escalations, and performance to ensure consistent delivery
You will work across executive relationships, technical delivery, and commercial expansion, partnering closely with internal teams to bring clarity and momentum to complex environments. The role reports to the Strategic Operator Success Team Lead.
REQUIREMENTS:
- 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 accounts)
- Proven track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth
- Solid program management skills and experience coordinating complex, cross-functional initiatives
- Comfort working in technical environments (APIs, integrations, pilots/POCs)
- Excellent stakeholder management skills, including building relationships at executive level
- Proactive, evidence-based approach and comfort navigating ambiguity
- Fluency in French and English, written and spoken
DESIRABLE:
- Experience in telecommunications or highly regulated enterprise environments
