Strategic Customer Success Manager (French Speaker)

• The Strategic Customer Success Manager is an individual contributor role based in London
• You’ll own and grow a small portfolio of Hiya’s most strategic customers among French and other European operators
• In this post-sales role you’ll be the central connector and orchestrator for each account
• You’ll help customers adopt Hiya, guide complex programs, deliver measurable value and open up multi-million dollar growth across a focused set of high-value telecom accounts
• You’ll work across executive relationships, technical delivery and commercial expansion, partnering closely with Sales, Product, Engineering and Support to bring clarity and momentum to complex environments
• We’re excited about you because you take initiative, use data to guide your decisions and are comfortable navigating ambiguity
• You build trusted relationships with senior stakeholders, guide complex programs through to production, and work comfortably in French and English with operators across Europe
• Own a portfolio of strategic European operator accounts, accountable for retention, growth and customer outcomes
• Build and deliver multi-year strategic initiatives aligned to customer goals and Hiya’s roadmap
• Deepen engagement, adoption and value, translating product capabilities into measurable business impact
• Oversee day-to-day delivery and guide complex programs through to production
• Identify and develop expansion opportunities (upsell, cross-sell, new use cases)
• Build senior relationships and run QBRs, helping shape customer strategy and direction
• Act as the central point of coordination across Sales, Product, Engineering and Support
• Manage risks, escalations and performance to ensure consistent delivery and customer success
• Reports to: Strategic Operator Success Team Lead

Benefits

• Stock Options
• 100% Covered Medical, Dental and Vision
• 401K Program
• Vacation Package
• Paid Parental Leave
• Commuter Benefits
• Employer Covered Long-term Disability and Life Insurance
• Employee Learning and Development Budget
• Charitable Matching- Experience managing large, complex enterprise customers (7-figure / multi-million ARR)
• Fluency in French and English, written and spoken
• Solid program management skills and experience coordinating complex, cross-functional initiatives
• A proactive, evidence-based approach and comfort navigating ambiguity
• Excellent stakeholder management skills, including building relationships at executive level
• Comfort working in technical environments (APIs, integrations, pilots/POCs)
• A proven track record across the full post-sales lifecycle: adoption, delivery, renewals and growth
• 5+ years in Customer Success, Strategic Accounts or similar roles in SaaS or platform businesses
• Experience in telecommunications or highly regulated enterprise environments