Strategic Enterprise CSM: Growth & Retention

Hiya; Seattle (WA); On-site; USD 110,000 - 170,000; Full time

Job summary

Hiya is hiring a Strategic Customer Success Manager to own and grow a portfolio of its largest North American enterprise customers. This is a post-sales quarterback role focused on adoption, value delivery, and expansion across your accounts.

You will drive executive engagements, coordinate with Sales, and own renewals while navigating complex procurement and contract cycles. A strong track record in post-sales, and comfort with APIs and deployments, are essential.

Qualifications

• 5+ years in Customer Success, Account Management, Consulting, or related customer-facing roles in SaaS.
• Experience managing large, complex enterprise customers and driving retention outcomes.
• Proven track record across post-sales lifecycle: adoption, delivery, renewals, and growth.
• Ability to drive commercial outcomes, not just relationships.
• Comfort engaging executive stakeholders and managing strategic conversations.
• Experience with APIs, integrations, pilots/POCs, and production incident response.
• Strong analytical, communication, and presentation skills; data-driven and proactive in ambiguity.

Responsibilities

• Own a portfolio of Hiya's largest North America customers with retention, NRR, and outcomes accountability.
• Build and execute multi-year account plans and mutual success plans aligned to customer goals.
• Drive adoption and translate product capabilities into measurable business impact.
• Lead executive reviews and influence customer strategy and direction.
• Identify and close expansion opportunities (upsell/cross-sell) in collaboration with Sales.
• Plan renewals well ahead of time and navigate procurement and contract cycles.
• Monitor customer health, address risks, and deliver recovery plans before renewal risk.
• Coordinate across Sales, Product, Engineering, and Support; manage escalations to resolution.
• Advocate for customer needs and provide actionable feedback to internal teams.

Skills

Customer Success

Account Management

Enterprise Experience

Commercial Outcomes

Executive Engagement

Analytical Skills

Presentation Skills

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 North American enterprise customers. This is a post-sales quarterback role focused on adoption, value delivery, and expansion across your accounts.

You will drive executive engagements, coordinate with Sales, and own renewals while navigating complex procurement and contract cycles. A strong track record in post-sales, and comfort with APIs and deployments, are essential.