Customer Success Manager (Enterprise)

• You’ll own a portfolio of Hiya’s largest enterprise customers across the UK and Europe, with full accountability for retention, renewals and expansion
• As a trusted adviser to their senior leaders, you’ll prove the measurable value of Hiya Connect and grow each account over time
• You’ll work closely with Sales, Solutions Engineering, Product and Hiya’s leadership team
• Own 20–25 strategic enterprise accounts across the UK and Europe. You’ll be accountable for gross and net revenue retention, renewals and expansion
• Build executive relationships from Director to C-level, working across customer experience, contact centre, marketing, fraud, security and procurement
• Develop strategic account plans that map each customer’s objectives, success metrics, buying centres and whitespace into a clear growth roadmap
• Lead executive and quarterly business reviews that quantify return on investment (ROI), such as answer-rate uplift, contact-centre efficiency and fraud reduction, and agree next priorities
• Run complex renewals and multi-year negotiations covering pricing, contract structure, procurement, legal and security, and forecast them accurately in the CRM
• Partner with Sales and Solutions Engineering to find and close expansion across new business units, geographies, use cases and Hiya products
• Spot risk early through usage, health and relationship signals. Turn customer insight into clear input for Product, Engineering and Marketing
• 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

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- You’ll need fluent English and business-level proficiency in at least one of French, Spanish or German, as you’ll manage many of your European accounts in those languages
• Fluent English plus business-level proficiency in at least one of French, Spanish or German, with the confidence to lead executive conversations, renewals and commercial negotiations in that language
• Experience creating and running strategic account plans and executive business reviews
• Typically 5+ years in customer success, strategic account management or enterprise account management at a B2B SaaS or technology company
• Strong commercial sense: you can build a value case, lead a negotiation and link product capabilities to a customer’s financial and operational outcomes
• A track record of owning and growing large, complex enterprise accounts, including six- or seven-figure renewals and expansions against a net revenue retention (NRR) or quota target
• Experience influencing senior executives and working through large organisations with many stakeholders
• A background in communications technology, CPaaS, contact-centre solutions, caller ID, fraud prevention or conversation intelligence
• Experience managing enterprise customers in regulated industries such as financial services, insurance, telecoms, utilities or healthcare, ideally across several European countries
• A record of turning customer feedback into product or go-to-market improvements
• Working knowledge of UK and EU regulation on caller ID, spam and fraud