Enterprise Customer Success Lead – UK & Europe (Multilingual)

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

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