Hybrid: Strategic CSM – Europe Growth & Adoption

Hiya; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Hiya is seeking aStrategic Customer Success Manager to own a portfolio of European operator accounts from London. The role focuses on post-sales success, guiding complex programs from adoption to growth, and driving multi-million ARR opportunities with senior stakeholders.

You’ll work across Sales, Product, Engineering and Support, using data to steer decisions, and you’ll operate in French and English with European operators.

Qualifications

• 5+ years in Customer Success or Strategic Accounts
• Experience managing large enterprise customers
• Full post-sales lifecycle experience: adoption, delivery, renewals, growth
• Program management across cross-functional initiatives
• Comfort with APIs, integrations, pilots/POCs
• Executive stakeholder management
• Fluent in French and English

Responsibilities

• Own a portfolio of strategic European operator accounts, accountable for retention, growth and customer outcomes
• Build and deliver multi-year strategic initiatives aligned to customer goals and Hiya’s roadmap
• Deepen engagement, adoption and value, translating product capabilities into measurable business impact
• Oversee day-to-day delivery and guide complex programs through to production
• Identify and develop expansion opportunities (upsell, cross-sell, new use cases)
• Build senior relationships and run QBRs, helping shape customer strategy and direction
• Act as the central point of coordination across Sales, Product, Engineering and Support
• Manage risks, escalations and performance to ensure consistent delivery and customer success

Job description

Hiya is seeking aStrategic Customer Success Manager to own a portfolio of European operator accounts from London. The role focuses on post-sales success, guiding complex programs from adoption to growth, and driving multi-million ARR opportunities with senior stakeholders.

You’ll work across Sales, Product, Engineering and Support, using data to steer decisions, and you’ll operate in French and English with European operators.