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Greater London, England, United Kingdom
Hybrid
At Hiya, we’re making business calls more trusted, useful, and effective.
Voice remains one of the most important ways businesses communicate with their customers, but the value of a call depends on trust. When customers do not recognize who is calling or why, important conversations are missed, customer relationships suffer, and business outcomes are harder to achieve.
Hiya helps businesses create trusted calling experiences that benefit both sides of the conversation: enterprises can reach customers with confidence, and customers can answer with confidence. Our products support branded business calling, trusted caller identity, call performance insights, customer engagement, and voice security capabilities that help businesses strengthen relationships and improve outcomes.
This role sits in a core business area for Hiya and is focused on helping SMB and enterprise customers succeed.
We’re hiring a Principal Customer Success Manager to lead Hiya’s relationships with two of our largest and most strategically important UK customers.
This is a senior individual-contributor role with ownership of complex, multi-million-dollar telecom relationships. You’ll act as the post-sales “quarterback”—driving adoption, leading strategic programmes, delivering measurable value, and unlocking significant commercial growth.
You’ll operate across executive engagement, technical delivery, and commercial expansion—bringing structure to ambiguity and momentum to complex environments.
Own two of Hiya’s largest UK accounts, accountable for retention, growth, and customer outcomes
Define and execute multi-year customer strategies aligned with customer goals and Hiya’s roadmap
Drive adoption and value, translating product capabilities into measurable business impact
Lead complex, cross-functional programmes from planning through to production and scale
Identify and shape significant expansion opportunities across new products and use cases
Build executive relationships and lead strategic reviews, influencing customer strategy and direction
Align Sales, Product, Engineering, and Support around a clear customer strategy
Own risk, senior escalations, and performance to ensure consistent delivery
Raise the standard of strategic customer management by sharing best practice and coaching colleagues
5+ years in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses
Experience managing large, complex enterprise customers (7-figure / multi-million ARR)
Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth
Solid program management skills; comfortable leading complex, cross-functional initiatives
Confidence operating in technical environments (APIs, integrations, pilots/POCs)
Strong stakeholder management, including executive-level engagement
Highly proactive, data-driven, and comfortable operating in ambiguity
Experience working in telecommunications or another complex, highly regulated enterprise environment
Knowledge of voice technology, network security, identity, fraud prevention, or AI-powered products
Experience working with major telecom operators or similarly large, matrixed organisations
Start Date: Immediately
Status: Full-time
Type: Hybrid
Location: London, United Kingdom
Travel: Up to 25%
Department: Sales – Customer Success
Reports to: Sr. Manager: Customer Success, UK & EU
Direct Reports: No
25 days holiday plus bank holidays
Salary sacrifice pension (4% employer contribution)
Paid parental leave
Private medical, dental, and vision (Vitality)
Life insurance (2x salary)
Charity donation matching (up to $1,000/year)
WFH equipment stipend
$1,000 annual professional development budget
Onsite gym (Fora)
Lunch 3x per week (Deliveroo)
We're building a team with diverse perspectives, identities, and professional experiences. We evaluate candidates through a business lens and believe that diversity and unique viewpoints make our company stronger, more dynamic, and a great place to build a career.
We've been recognized by Built In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for our culture, innovation, leadership, compensation, and more. At Hiya, we're a people-centric company focused on helping each employee grow both personally and professionally. We create a culture of support and empowerment that challenges the status quo, resulting in an energized team that's passionate about their work. You'll love working here if you're looking for an innovative challenge that's disrupting an industry. Come join us!
Hiya is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.
