About the RoleWe're hiring a Strategic Customer Success Manager to own and grow one of Hiya's most strategic Operator partners. This is a post-sales "quarterback" role. You'll drive adoption, lead complex programs, deliver measurable value, and unlock multi-million dollar growth within the account. You'll operate across executive engagement, technical delivery, and commercial expansion-bringing structure to ambiguity and momentum to complex environments.
What You'll Do- 7+ years in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses
- Experience managing large, complex enterprise customers (8-figure / multi-million ARR)
- Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth
- Proven ability to drive commercial outcomes-not just relationships
- Solid program management skills; comfortable leading complex, cross-functional initiatives
- Confidence operating in technical environments (APIs, integrations, pilots/POCs)
- Support incident response, troubleshoot issues, and uphold high service levels, ensuring a responsive, dependable experience for every partner touchpoint.
- Strong stakeholder management, including executive-level engagement
- Highly proactive, data-driven, and comfortable operating in ambiguity
- Prior experience working with this Operator is highly desirable
What We Are Looking For- 7+ years in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses
- Experience managing large, complex enterprise customers (8-figure / multi-million ARR)
- Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth
- Proven ability to drive commercial outcomes-not just relationships
- Solid program management skills; comfortable leading complex, cross-functional initiatives
- Confidence operating in technical environments (APIs, integrations, pilots/POCs)
- Support incident response, troubleshoot issues, and uphold high service levels, ensuring a responsive, dependable experience for every partner touchpoint.
- Strong stakeholder management, including executive-level engagement
- Highly proactive, data-driven, and comfortable operating in ambiguity
- Prior experience working with this Operator is highly desirable
You'll Likely Stand Out If You Have- Experience in telecommunications or highly regulated enterprise environments
- Must live in Dallas area and be able to commute to Plano to work onsite with the client
- Background in voice technology, network security, or AI-driven products
How We WorkHiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems.
We work with a high degree of
transparency and autonomy. Context is shared openly, and decisions are discussed, challenged, and then made. Once a call is made, we commit and move forward.
You'll be expected to work through ambiguity, weigh tradeoffs, and take responsibility for results, while keeping a high bar for quality and customer trust.
Every team member at Hiya is expected to live our core values:
- Serve, our customers and partners by holding a high bar for trust and quality
- Own, share in success and open up to failures
- Lead, listen, show up with a point of view but commit entirely once a decision has been made
- Improve, even if it means changing course or contradicting ourselves
- Do, rather than observe
How We Invest in YouCompensation & Ownership
Equity Compensation: ownership aligned with your impact and the company's growth
We offer an L&D budget to support your growth and real internal mobility so career pathing isn't just a talking point - because we're building this with people who own the outcome.
