Hiya Inc.

Customer Success Manager

• Own a portfolio of Hiya's largest and most strategic North America customers
• Drive retention, Net Revenue Retention, and customer outcomes
• Build and execute multi-year account plans and mutual success plans
• Drive product adoption and measurable business value
• Build multi-level customer relationships and lead executive business reviews
• Identify and help close upsell, cross-sell, and new-use-case expansion opportunities
• Partner with Sales and own expansion after the customer's first year
• Plan renewals and navigate procurement and contract cycles
• Monitor customer health, identify risks, and deliver recovery plans
• Coordinate Sales, Product, Engineering, and Support
• Manage escalations through resolution
• Advocate for customer needs and provide actionable internal feedback

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Strategic Customer Success Manager