Principal Customer Success Manager

Job description

## **About Hiya** At Hiya, we’re making business calls more trusted, useful, and effective. Voice remains one of the most important ways businesses communicate with their customers, but the value of a call depends on trust. When customers do not recognize who is calling or why, important conversations are missed, customer relationships suffer, and business outcomes are harder to achieve. Hiya helps businesses create trusted calling experiences that benefit both sides of the conversation: enterprises can reach customers with confidence, and customers can answer with confidence. Our products support branded business calling, trusted caller identity, call performance insights, customer engagement, and voice security capabilities that help businesses strengthen relationships and improve outcomes. This role sits in a core business area for Hiya and is focused on helping SMB and enterprise customers succeed. ## **About the Role** We’re hiring a Principal Customer Success Manager to lead Hiya’s relationships with two of our largest and most strategically important UK customers. This is a senior individual-contributor role with ownership of complex, multi-million-dollar telecom relationships. You’ll act as the post-sales “quarterback”—driving adoption, leading strategic programmes, delivering measurable value, and unlocking significant commercial growth. You’ll operate across executive engagement, technical delivery, and commercial expansion—bringing structure to ambiguity and momentum to complex environments. ## **What You’ll Do** - Own two of Hiya’s largest UK accounts, accountable for retention, growth, and customer outcomes - Define and execute multi-year customer strategies aligned with customer goals and Hiya’s roadmap - Drive adoption and value, translating product capabilities into measurable business impact - Lead complex, cross-functional programmes from planning through to production and scale - Identify and shape significant expansion opportunities across new products and use cases - Build executive relationships and lead strategic reviews, influencing customer strategy and direction - Align Sales, Product, Engineering, and Support around a clear customer strategy - Own risk, senior escalations, and performance to ensure consistent delivery - Raise the standard of strategic customer management by sharing best practice and coaching colleagues ## **What We Are Looking For** - 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 ## **You'll Likely Stand Out If You Have** - Experience working in telecommunications or another complex, highly regulated enterprise environment - Knowledge of voice technology, network security, identity, fraud prevention, or AI-powered products - Experience working with major telecom operators or similarly large, matrixed organisations ## **Role Details** - **Type:** Hybrid - **Location:** London, United Kingdom - **Travel:** Up to 25% - **Department:** Sales – Customer Success - **Reports to:** Sr. Manager: Customer Success, UK & EU ## **Come Work With Us!** We're building a team with diverse perspectives, identities, and professional experiences. We evaluate candidates through a business lens and believe that diversity and unique viewpoints make our company stronger, more dynamic, and a great place to build a career. We've been recognized by Built In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for our culture, innovation, leadership, compensation, and more. At Hiya, we're a people-centric company focused on helping each employee grow both personally and professionally. We create a culture of support and empowerment that challenges the status quo, resulting in an energized team that's passionate about their work. You'll love working here if you're looking for an innovative challenge that's disrupting an industry. Come join us! *Hiya is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.*