Strategic Customer Success Manager

We're hiring a Strategic Customer Success Manager to own and grow a small portfolio of Hiya's most strategic UK Customers. This role sits at a critical point of growth, with several major customers launching and scaling rapidly. This is a post-sales "quarterback" role. You'll drive adoption, lead complex programs, deliver measurable value, and unlock multi-million dollar growth within a focused set of high-value telecom accounts. You'll operate across executive engagement, technical delivery, and commercial expansion—bringing structure to ambiguity and momentum to complex environments.

Responsibilities

Own our 2 largest UK accounts, accountable for retention, growth, and outcomes; Build and execute multi-year strategic customer initiatives aligned to customer goals and Hiya's roadmap; Drive engagement, adoption and value, translating product capabilities into measurable business impact; Lead end-to-end delivery day to day and complex programs through to production; Identify and Support expansion opportunities (upsell, cross-sell, new use cases); Build senior relationships and lead QBRs, influencing customer strategy and direction; Act as the central point of coordination across Sales, Product, Engineering, and Support; Manage risk, escalations, and performance to ensure consistent delivery and customer success

Requirements

5+ years in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses; Experience managing large, complex enterprise customers (7-figure / multi-million ARR); Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth; 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

Nice to have

Experience in telecommunications or highly regulated enterprise environments; Background in voice technology, network security, or AI-driven products

Benefits

25 days holiday plus bank holidays; Salary sacrifice pension (4% employer contribution); Paid parental leave; Private medical, dental, and vision (Vitality); Life insurance (2x salary); Charity donation matching (up to $1,000/year); WFH equipment stipend; $1,000 annual professional development budget; Onsite gym (Fora); Lunch 3x per week (Deliveroo)