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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing large enterprise customer accounts, driving retention and growth through strategic planning and execution. Proficient in leveraging customer success platforms and engaging with executive stakeholders to deliver measurable business value.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementSaaS ExperienceSalesforce ProficiencyAnalytical Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Retention StrategiesProduct AdoptionUpsell and Cross-SellContract NegotiationAPI IntegrationIncident ResponseTroubleshootingData AnalysisBusiness Value DeliveryCustomer Health Monitoring
Soft Skills
Communication SkillsPresentation SkillsRelationship BuildingProblem-SolvingStakeholder Engagement
Tools & Technologies
SalesforceVitallyGainsightCatalystTotangoChurnZero
Industry Keywords
TelecommunicationsVoice TechnologyNetwork SecurityFraud PreventionAI-Driven Products
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
- Track record across adoption, delivery, renewals, and growth
- Ability to drive commercial outcomes
- Experience engaging executive stakeholders and managing strategic conversations
- Comfort with APIs, integrations, pilots/POCs, incident response, and troubleshooting
- Strong analytical, communication, and presentation skills
- Experience with Salesforce and a Customer Success platform such as Vitally, Gainsight, Catalyst, Totango, or ChurnZero
- Experience in telecommunications or highly regulated enterprise environments is advantageous
- Background in voice technology, network security, fraud prevention, or AI-driven products is advantageous
- Legally eligible to work in the US
- Located in or willing to relocate to the Greater Seattle area
Benefits
Comp & perks- Equity compensation
- L&D budget
- Internal mobility and career pathing
- Diverse and inclusive workplace
- Employee growth and professional development