Role Overview
We’re hiring a Strategic Customer Success Manager to own and grow a portfolio of Hiya’s largest and most strategic enterprise customers in North America. This is a post-sales ‘quarterback’ role: you’ll drive adoption, lead complex programs, prove measurable value, and unlock expansion across your accounts.
What You Will Do
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.
Why It Might Be a Fit
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. A strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth.
Requirements
- 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
- A strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth
- Proven ability to drive commercial outcomes, not just relationships
- Confidence in engaging executive stakeholders and managing strategic conversations across an organization
- Comfort in technical environments (APIs, integrations, pilots/POCs), plus the ability to support incident response and troubleshoot issues
- Experience with Salesforce and a Customer Success platform such as Vitally, Gainsight, Catalyst, Totango, or ChurnZero
Benefits
- Equity Compensation: ownership aligned with your impact and the company’s growth
- L&D budget to support your growth and real internal mobility
- Competitive benefits package
To apply for this job please visit jobs.ashbyhq.com.
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