Enterprise CS Leader — Strategy & Growth

hiya.com; Seattle (WA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity Compensation

L&D budget

Job summary

Hiya is hiring a Strategic Customer Success Manager to own and grow a portfolio of its largest enterprise customers in North America. This post-sales quarterback drives adoption, leads complex programs, proves measurable value, and unlocks expansion across accounts.

You’ll oversee retention, NRR, and customer outcomes, building multi-year plans and executive reviews while coordinating across Sales, Product, Engineering, and Support to deliver exceptional customer success.

Qualifications

• 5+ years of Customer Success, Account Management, Consulting, or related customer-facing experience in a SaaS environment.
• Experience managing large, complex enterprise customers and driving retention outcomes.
• Strong track record across post-sales lifecycle: adoption, delivery, renewals, and growth.
• Proven ability to drive commercial outcomes, not just relationships.
• Confidence engaging executive stakeholders and managing strategic conversations.

Responsibilities

• Own a portfolio of Hiya's largest, most strategic North America customers, accountable for retention, NRR, and customer outcomes.
• Build and execute multi-year account plans and mutual success plans aligned to customer goals and Hiya's roadmap.
• Drive adoption and value, translating product capabilities into measurable business impact tied to the customer's metrics.
• Build relationships at multiple levels of the customer's organization and lead executive business reviews.
• Identify and help close expansion opportunities (upsell, cross-sell, new use cases) with Sales and ownership of expansion after year one.
• Plan renewals well ahead of time and navigate complex procurement and contract cycles.
• Monitor customer health, spot risks early, and deliver recovery plans with milestones and checkpoints before renewal risk.
• Act as central coordinator across Sales, Product, Engineering, and Support; manage escalations to resolution.
• Advocate for customer needs and bring actionable feedback to internal teams.

Skills

Customer Success

Account Management

Consulting

SaaS

Tools

Salesforce

Vitally

Gainsight

Catalyst

Totango

ChurnZero

Job description

Hiya is hiring a Strategic Customer Success Manager to own and grow a portfolio of its largest enterprise customers in North America. This post-sales quarterback drives adoption, leads complex programs, proves measurable value, and unlocks expansion across accounts.

You’ll oversee retention, NRR, and customer outcomes, building multi-year plans and executive reviews while coordinating across Sales, Product, Engineering, and Support to deliver exceptional customer success.