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 Strategic Customer Success Manager to own and grow one of Hiya’s most strategic Operator partners. This is a post-sales “quarterback” role. You’ll drive adoption, lead complex programs, deliver measurable value, and unlock multi-million dollar growth within the account. You’ll operate across executive engagement, technical delivery, and commercial expansion—bringing structure to ambiguity and momentum to complex environments. WHAT YOU'LL DO - 7+ years in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses - Experience managing large, complex enterprise customers (8-figure / multi-million ARR) - Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth - Proven ability to drive commercial outcomes—not just relationships - Solid program management skills; comfortable leading complex, cross-functional initiatives - Confidence operating in technical environments (APIs, integrations, pilots/POCs) - Support incident response, troubleshoot issues, and uphold high service levels, ensuring a responsive, dependable experience for every partner touchpoint. - Strong stakeholder management, including executive-level engagement - Highly proactive, data-driven, and comfortable operating in ambiguity - Prior experience working with this Operator is highly desirable WHAT WE ARE LOOKING FOR - 7+ years in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses - Experience managing large, complex enterprise customers (8-figure / multi-million ARR) - Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth - Proven ability to drive commercial outcomes—not just relationships - Solid program management skills; comfortable leading complex, cross-functional initiatives - Confidence operating in technical environments (APIs, integrations, pilots/POCs) - Support incident response, troubleshoot issues, and uphold high service levels, ensuring a responsive, dependable experience for every partner touchpoint. - Strong stakeholder management, including executive-level engagement - Highly proactive, data-driven, and comfortable operating in ambiguity - Prior experience working with this Operator is highly desirable YOU’LL LIKELY STAND OUT IF YOU HAVE - Experience in telecommunications or highly regulated enterprise environments - Must live in Dallas area and be able to commute to Plano to work onsite with the client - Background in voice technology, network security, or AI-driven products HOW WE WORK Hiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems. We work with a high degree of transparency and autonomy. Context is shared openly, and decisions are discussed, challenged, and then made. Once a call is made, we commit and move forward. You'll be expected to work through ambiguity, weigh tradeoffs, and take responsibility for results, while keeping a high bar for quality and customer trust. Every team member at Hiya is expected to live our core values: - Serve, our customers and partners by holding a high bar for trust and quality - Own, share in success and open up to failures - Lead, listen, show up with a point of view but commit entirely once a decision has been made - Improve, even if it means changing course or contradicting ourselves - Do, rather than observe HOW WE INVEST IN YOU Compensation & Ownership Equity Compensation: ownership aligned with your impact and the company's growth We offer an L&D budget to support your growth and real internal mobility so career pathing isn't just a talking point — because we're building this with people who own the outcome. 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.

Requirements

Must-haves

7+ years in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses
Experience managing large, complex enterprise customers (8-figure / multi-million ARR)
Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth
Proven ability to drive commercial outcomes—not just relationships
Solid program management skills; comfortable leading complex, cross-functional initiatives
Confidence operating in technical environments (APIs, integrations, pilots/POCs)
Support incident response, troubleshoot issues, and uphold high service levels, ensuring a responsive, dependable experience for every partner touchpoint.
Strong stakeholder management, including executive-level engagement
Highly proactive, data-driven, and comfortable operating in ambiguity
Prior experience working with this Operator is highly desirable
7+ years in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses
Experience managing large, complex enterprise customers (8-figure / multi-million ARR)
Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth
Proven ability to drive commercial outcomes—not just relationships
Solid program management skills; comfortable leading complex, cross-functional initiatives
Confidence operating in technical environments (APIs, integrations, pilots/POCs)
Support incident response, troubleshoot issues, and uphold high service levels, ensuring a responsive, dependable experience for every partner touchpoint.
Strong stakeholder management, including executive-level engagement
Highly proactive, data-driven, and comfortable operating in ambiguity
Prior experience working with this Operator is highly desirable
Experience in telecommunications or highly regulated enterprise environments
Must live in Dallas area and be able to commute to Plano to work onsite with the client
Background in voice technology, network security, or AI-driven products
Hiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: ashby
Effort: quick