Customer Success Manager (Enterprise)

Join Hiya, a leading provider of caller identification and spam detection solutions. As a Customer Success Manager (Enterprise), you will be responsible for managing a portfolio of Hiya's largest enterprise customers across the UK and Europe. You will work closely with various teams, including Sales, Solutions Engineering, Product, and Hiya's leadership team, to drive retention, renewals, and expansion. This role requires fluency in English and business-level proficiency in at least one of French, Spanish, or German.

• Gérer un portefeuille de clients d'entreprise, en assurant la rétention, le renouvellement et l'expansion.
• Établir des relations avec les dirigeants des clients, en démontrant la valeur mesurable des produits de Hiya.
• Développer des plans de compte stratégiques et diriger des revues d'affaires exécutives pour quantifier le retour sur investissement.

• 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