Customer Success Manager - Enterprise

Hiya; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Hiya is seeking a Senior Enterprise Account Manager to own a portfolio of the company’s largest UK and European enterprise customers. You will lead retention, renewals and expansion, acting as a trusted adviser to senior stakeholders and collaborating with Sales, Solutions Engineering, Product and leadership.

You'll manage multi-language accounts in English plus French, Spanish or German, build strategic plans, run executive reviews, and guide complex renewals and negotiations while turning

Qualifications

• Typically 5+ years in customer success, strategic account management or enterprise account management at a B2B SaaS or technology company
• 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
• 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
• Strong commercial sense: you can build a value case, lead a negotiation and link product capabilities to a customer’s financial and operational outcomes
• Experience creating and running strategic account plans and executive business reviews
• Experience managing enterprise customers in regulated industries such as financial services, insurance, telecoms, utilities or healthcare, ideally across several European countries
• A background in communications technology, CPaaS, contact‑centre solutions, caller ID, fraud prevention or conversation intelligence
• Working knowledge of UK and EU regulation on caller ID, spam and fraud
• A record of turning customer feedback into product or go‑to‑market improvements

Responsibilities

• Own 20–25 strategic enterprise accounts across the UK and Europe. You’ll be accountable for gross and net revenue retention, renewals and expansion.
• Build executive relationships from Director to C-level, working across customer experience, contact centre, marketing, fraud, security and procurement.
• Develop strategic account plans that map each customer’s objectives, success metrics, buying centres and whitespace into a clear growth roadmap.
• Lead executive and quarterly business reviews that quantify return on investment (ROI), such as answer-rate uplift, contact‑centre efficiency and fraud reduction, and agree next priorities.
• Run complex renewals and multi-year negotiations covering pricing, contract structure, procurement, legal and security, and forecast them accurately in the CRM.
• Partner with Sales and Solutions Engineering to find and close expansion across new business units, geographies, use cases and Hiya products.
• Spot risk early through usage, health and relationship signals. Turn customer insight into clear input for Product, Engineering and Marketing.

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

You’ll own a portfolio of Hiya’s largest enterprise customers across the UK and Europe, with full accountability for retention, renewals and expansion. As a trusted adviser to their senior leaders, you’ll prove the measurable value of Hiya Connect and grow each account over time. You’ll work closely with Sales, Solutions Engineering, Product and Hiya’s leadership team.

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.

What You’ll Do

• Own 20–25 strategic enterprise accounts across the UK and Europe. You’ll be accountable for gross and net revenue retention, renewals and expansion.

• Build executive relationships from Director to C-level, working across customer experience, contact centre, marketing, fraud, security and procurement.

• Develop strategic account plans that map each customer’s objectives, success metrics, buying centres and whitespace into a clear growth roadmap.

• Lead executive and quarterly business reviews that quantify return on investment (ROI), such as answer-rate uplift, contact‑centre efficiency and fraud reduction, and agree next priorities.

• Run complex renewals and multi-year negotiations covering pricing, contract structure, procurement, legal and security, and forecast them accurately in the CRM.

• Partner with Sales and Solutions Engineering to find and close expansion across new business units, geographies, use cases and Hiya products.

• Spot risk early through usage, health and relationship signals. Turn customer insight into clear input for Product, Engineering and Marketing.

What We Are Looking For

• Typically 5+ years in customer success, strategic account management or enterprise account management at a B2B SaaS or technology company

• 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

• 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

• Strong commercial sense: you can build a value case, lead a negotiation and link product capabilities to a customer’s financial and operational outcomes

• Experience creating and running strategic account plans and executive business reviews

You’ll Likely Stand Out If You Have

• Experience managing enterprise customers in regulated industries such as financial services, insurance, telecoms, utilities or healthcare, ideally across several European countries

• A background in communications technology, CPaaS, contact‑centre solutions, caller ID, fraud prevention or conversation intelligence

• Working knowledge of UK and EU regulation on caller ID, spam and fraud

• A record of turning customer feedback into product or go‑to‑market improvements

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.