Principal Customer Success Manager

• 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
• Start Date: Immediately
• Reports to: Sr. Manager: Customer Success, UK & EU
• Direct Reports: No

Benefits

• Stock Options
• 100% Covered Medical, Dental and Vision
• 401K Program
• Vacation Package
• Paid Parental Leave
• Commuter Benefits
• Employer Covered Long-term Disability and Life Insurance
• Employee Learning and Development Budget
• Charitable Matching

• Strong stakeholder management, including executive-level engagement
• 5+ years in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses
• Highly proactive, data-driven, and comfortable operating in ambiguity
• Experience managing large, complex enterprise customers (7-figure / multi-million ARR)
• Solid program management skills; comfortable leading complex, cross-functional initiatives
• Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth
• Confidence operating in technical environments (APIs, integrations, pilots/POCs)
• Experience working in telecommunications or another complex, highly regulated enterprise environment
• Experience working with major telecom operators or similarly large, matrixed organisations
• Knowledge of voice technology, network security, identity, fraud prevention, or AI-powered products