Strategic Customer Success Manager

Join Hiya, a leading provider of caller identification and spam detection solutions. As a Strategic Customer Success Manager, you will be responsible for owning and growing a portfolio of Hiya's most strategic UK customers. You will drive adoption, lead complex programs, deliver measurable value, and unlock multi-million dollar growth within a focused set of high-value telecom accounts. This role requires strong program management skills, a proactive and data-driven approach, and experience in managing large, complex enterprise customers.

• Own and grow a small portfolio of Hiya’s most strategic UK Customers, driving adoption and delivering measurable value.
• Build and execute multi-year strategic customer initiatives aligned to customer goals and Hiya’s roadmap, leading end-to-end delivery of complex programs.
• Identify and support expansion opportunities (upsell, cross-sell, new use cases) while managing risk, escalations, and performance to ensure consistent delivery and customer success.
• Experience in telecommunications or highly regulated enterprise environments
• Solid program management skills; comfortable leading complex, cross-functional initiatives
• Highly proactive, data-driven, and comfortable operating in ambiguity
• Strong stakeholder management, including executive-level engagement
• Strong 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
• Confidence operating in technical environments (APIs, integrations, pilots/POCs)
• Experience managing large, complex enterprise customers (7-figure / multi-million ARR)
• Background in voice technology, network security, or AI-driven products