Strategic Customer Success Manager

Hiya; City Of London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading technology company is seeking a Strategic Customer Success Manager to drive growth and innovation with telecom partners. This role involves managing strategic relationships, ensuring partner satisfaction, and translating product advancements into business outcomes. Requires 5+ years of telecom account management experience. Benefits include generous holiday, private health insurance, and professional development funds.

Benefits

25 days holiday plus bank holidays

Opt in salary sacrifice pension scheme

Paid parental leave

Private medical, dental and vision insurance

Employer-paid life insurance

Donation matching for charity

WFH equipment stipend

$1,000/year in Professional Development funds

Onsite office gym

Lunch provided 3x week

Qualifications

• 5+ years managing telecom or enterprise accounts.
• Demonstrated success in strategic partnerships.
• Ability to translate product innovation into business growth.

Responsibilities

• Lead strategy for telecom carrier accounts.
• Drive value through impactful business reviews.
• Identify and execute new revenue opportunities.

Skills

Strategic partnership management

Telecom experience

Data analysis

Relationship building

Technical navigation

Job description

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About Us

At Hiya, we're revolutionizing voice communication. Our mission is to modernize voice with intelligence for security and productivity

Since 2015, when we introduced the first mobile caller ID and spam-blocking apps, we've been at the forefront of voice intelligence innovation. In 2016, we partnered with Samsung and AT&T to launch Hiya Protect, the first network-based spam-blocking solution. In 2019, we introduced Hiya Connect, a branded call SaaS platform that helps businesses reach more customers by phone.

Today, our Voice Intelligence Platform supports over 500 million users globally. By using adaptive AI and audio intelligence, it delivers smarter, safer, and more productive voice calls across networks, apps, and devices. Our network & solution partners have grown to include British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, MasMovil, Telenor, FICO, Twilio, and more.

About the Position

As Strategic Customer Success Manager, Carriers, you will own the full spectrum of strategic execution and relationship management for Hiya's telecom carrier partners, driving both expansion and innovation with autonomy and urgency. You will be instrumental in translating product advancements into measurable business growth, while navigating complex ecosystems and building deep, multi-level partnerships that reinforce Hiya's market position. Your partnership in cross-functional alignment and business reviews will ensure seamless delivery and continuous value realization, directly impacting partner success and company revenue. This role offers a unique opportunity to influence the future of trusted voice communication on a global scale within a mission-driven environment. You will thrive in a fast-paced setting where your insights and decisiveness accelerate growth and innovation.

What You'll Do

• Account Success: Lead the end-to-end strategy for telecom carrier accounts, ensuring seamless execution, accurate tracking, and full accountability for growth, retention, and partner satisfaction.
• Drive Value Through Business Reviews: Lead impactful QBRs that reinforce Hiya's value, align on roadmap impact, and drive strategic planning, partnering cross-functionally to elevate the partner experience.
• Uncover & Close Expansion Opportunities: Identify and execute new revenue opportunities beyond contract scope, including monetization of roadmap features, one-time change requests, and recurring growth.
• Translate Product into Business Impact: Serve as the bridge between product and partner, translating innovation into measurable business outcomes and ensuring Hiya's roadmap remains relevant and revenue-generating.
• Build Deep, Multi-Level Relationships: Use org mapping to cultivate internal champions, anticipate stakeholder shifts, and strengthen Hiya's position within customer decision-making structures.
• Lead Cross-Functional Alignment: Manage up, down, and across the business, driving tight coordination between sales, product, operations, and leadership to accelerate outcomes and resolve friction fast.
• Maintain Operational Excellence: Support incident response, troubleshoot issues, and uphold high service levels, ensuring a responsive, dependable experience for every partner touchpoint.

What You Bring

• 5+ years managing high-stakes telecom or key enterprise accounts, with a focus on mobile platforms, SDK/API integrations, or carrier-integrated service platform.
• Demonstrated success owning strategic partnerships end-to-end, driving adoption, expansion, and roadmap influence.
• Achieve tangible partner growth through executive QBRs that align product innovation with critical business metrics.
• Skilled at navigating complex technical ecosystems and acting as the connective tissue between business and product.
• Deep domain expertise in telecom, mobile technologies, and monetization strategies within carrier environments.
• Skilled at independently analyzing data and metrics to inform decisions, troubleshoot issues, and provide actionable insights.

The person in this role must embody Hiya's key values of Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success, and Leading by showing up with a point of view, engaging in open discussion, listening respectfully to others opinions and committing to decisions.

The requirements listed in the job descriptions are guidelines. You don't have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you.

• Start Date: Immediately
• Status: Full-time
• Type: Hybrid
• Location: London, United Kingdom
• Travel Requirements: up to 25%
• Department: Sales - Customer Success
• Reports to: Sr. Director Carrier Sales
• Direct Reports: No

Benefits

• 25 days holiday plus bank holidays
• Opt in salary sacrifice pension scheme (company full 4% of basic salary contribution)
• Paid parental leave
• Private medical, dental and vision insurance through Vitality
• Employer-paid life insurance 2x base salary
• Donation Matching for a charity of your choice (up to $1,000/ year)
• WFH equipment stipend
• $1,000/year in Professional Development funds
• Onsite office gym through Fora
• Lunch provided 3x week by Deliveroo

This position is based in London, UK. Our office is based at 151 Wardour Street, W1F 8WE

We are building a team with a variety of perspectives, identities, and professional experiences. We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career.

Our team has won various awards over the last 4 years from Built-in Seattle and Seattle Business Week to #86 on Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya, we are a people-centric company focused on helping each and every one of our employees grow both personally and professionally. We feel that creating a team culture of support and empowerment to challenge the status quo results in an energized and passionate team that is continuously challenged and passionate about the work they are doing. You'll love working here if you are looking for an innovative challenge that is disrupting an industry. Come join us!