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Hiya is a B2B SaaS platform that helps businesses create trusted calling experiences through branded business calling, caller identity verification, call performance insights, and voice security capabilities.
You will serve as a Strategic Customer Success Manager responsible for owning and growing one of Hiya's most strategic Operator partners. This is a post-sales quarterback role where you will drive adoption, lead complex programs, deliver measurable value, and unlock multi-million dollar growth within the account. You will operate across executive engagement, technical delivery, and commercial expansion—bringing structure to ambiguity and momentum to complex environments.
Key responsibilities include:
- Drive adoption and deliver measurable value across the full post-sales lifecycle: adoption, delivery, renewals, and growth
- Lead complex, cross-functional initiatives and programs with strong program management discipline
- Manage executive-level stakeholder engagement and drive commercial outcomes
- Support incident response, troubleshoot issues, and maintain high service levels
- Operate confidently in technical environments including APIs, integrations, pilots, and POCs
- Work proactively and data-driven, comfortable operating in ambiguity
You will be expected to take ownership, form opinions, and engage directly with hard problems. Hiya operates with high transparency and autonomy, with context shared openly and decisions discussed before commitment.
REQUIREMENTS:
- 7+ years in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses
- Experience managing large, complex enterprise customers (8-figure / multi-million ARR)
- Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth
- Proven ability to drive commercial outcomes—not just relationships
- 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
- Must live in Dallas area and be able to commute to Plano to work onsite with the client
- Prior experience working with this Operator is highly desirable
DESIRABLE:
- Experience in telecommunications or highly regulated enterprise environments
- Background in voice technology, network security, or AI-driven products
