We're hiring a Strategic Customer Success Manager to own and grow a portfolio of Hiya's largest and most strategic enterprise customers in North America. This is a post-sales "quarterback" role: you'll drive adoption, lead complex programs, prove measurable value, and unlock expansion across your accounts.

You'll operate across executive engagement, technical delivery, and commercial growth, bringing structure to ambiguity and momentum to complex environments. You're accountable for retention and Net Revenue Retention (NRR) in your book, and you'll be a role model for strategic account management across the Customer Success team.

Own a portfolio of Hiya's largest, most strategic North America customers, accountable for retention, NRR, and customer outcomes.

Build and execute multi-year account plans and mutual success plans aligned to customer goals and Hiya's roadmap.

Drive adoption and value, translating product capabilities into measurable business impact tied to the customer's own metrics.

Build relationships at multiple levels of the customer's organization, and lead executive business reviews that influence customer strategy and direction.

Identify and help close expansion opportunities (upsell, cross-sell, new use cases), partnering with Sales and owning expansion after the customer's first year.

Plan renewals well ahead of time and navigate complex procurement and contract cycles.

Monitor customer health, spot risks early, and deliver recovery plans with owners, milestones, and customer checkpoints before a renewal is at risk.

Act as the central point of coordination across Sales, Product, Engineering, and Support, and manage escalations through to resolution.

Advocate for customer needs and bring actionable feedback to internal teams.

What We Are Looking For

Strategic Customer Success Manager

Responsibilities

Qualification

Required

Benefits

Company

Hiya

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