Customer Success Manager - Enterprise

Job description

About Hiya 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. About the Role You’ll own a portfolio of Hiya’s largest enterprise customers across the UK and Europe, with full accountability for retention, renewals and expansion. As a trusted adviser to their senior leaders, you’ll prove the measurable value of Hiya Connect and grow each account over time. You’ll work closely with Sales, Solutions Engineering, Product and Hiya’s leadership team. You’ll need fluent English and business-level proficiency in at least one of French, Spanish or German, as you’ll manage many of your European accounts in those languages. What You'll Do Own 20–25 strategic enterprise accounts across the UK and Europe. You’ll be accountable for gross and net revenue retention, renewals and expansion. Build executive relationships from Director to C-level, working across customer experience, contact centre, marketing, fraud, security and procurement. Develop strategic account plans that map each customer’s objectives, success metrics, buying centres and whitespace into a clear growth roadmap. Lead executive and quarterly business reviews that quantify return on investment (ROI), such as answer-rate uplift, contact-centre efficiency and fraud reduction, and agree next priorities. Run complex renewals and multi-year negotiations covering pricing, contract structure, procurement, legal and security, and forecast them accurately in the CRM. Partner with Sales and Solutions Engineering to find and close expansion across new business units, geographies, use ca…