Principal Customer Success Manager, Hiya
£100-130k
+ Equity + Bonus
Travel: Up to 25%
2+ days a week in office
Phone call security software
Open for applications
Phone call security software
201-500 employees
Open for applications
£100-130k
+ Equity + Bonus
Travel: Up to 25%
2+ days a week in office
201-500 employees
Company mission
To modernize voice with trust, identity, and intelligence.
Role
Who you are
- 5+ years in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses
- Experience managing large, complex enterprise customers (7-figure / multi-million ARR)
- Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth
- Solid program management skills; comfortable leading complex, cross-functional initiatives
- Confidence operating in technical environments (APIs, integrations, pilots/POCs)
- Strong stakeholder management, including executive-level engagement
- Highly proactive, data-driven, and comfortable operating in ambiguity
Desirable
- Experience working in telecommunications or another complex, highly regulated enterprise environment
- Knowledge of voice technology, network security, identity, fraud prevention, or AI-powered products
- Experience working with major telecom operators or similarly large, matrixed organisations
What the job involves
- We’re hiring a Principal Customer Success Manager to lead Hiya’s relationships with two of our largest and most strategically important UK customers
- This is a senior individual-contributor role with ownership of complex, multi-million-dollar telecom relationships. You’ll act as the post-sales “quarterback”—driving adoption, leading strategic programmes, delivering measurable value, and unlocking significant commercial growth
- You’ll operate across executive engagement, technical delivery, and commercial expansion—bringing structure to ambiguity and momentum to complex environments
- Own two of Hiya’s largest UK accounts, accountable for retention, growth, and customer outcomes
- Define and execute multi-year customer strategies aligned with customer goals and Hiya’s roadmap
- Drive adoption and value, translating product capabilities into measurable business impact
- Lead complex, cross-functional programmes from planning through to production and scale
- Identify and shape significant expansion opportunities across new products and use cases
- Build executive relationships and lead strategic reviews, influencing customer strategy and direction
- Align Sales, Product, Engineering, and Support around a clear customer strategy
- Own risk, senior escalations, and performance to ensure consistent delivery
- Raise the standard of strategic customer management by sharing best practice and coaching colleagues
- Start Date: Immediately
- Reports to: Sr. Manager: Customer Success, UK & EU
- Direct Reports: No
Salary benchmarks
Our take
Combining data analysis with machine learning, the Hiya platform helps businesses and individuals field calls and block spam numbers from calling them. Saving businesses time and potential security breaches, the company aims to resolidify trust in business calls, especially from unidentified numbers.
Founded in 2016, Hiya claims that in 2022, spam calls were up by more than 30% and that spam and fraud callers are becoming more sophisticated. With tech advances in cybercrime, the opposite is true, too. Hiya use AI to fight the tech used by scammers. Its most recent product is a personalised AI that analyses personal data and learns from the calls an individual takes and hangs up. This innovation will help Hiya stand out in a competitive security marketplace, though one that is mostly focused on internet safety and company data breaches. Hiya has the potential to reach a far larger client base than just businesses, and this key difference has helped it raise $18 million in funding so far.
Of course, cybercrime evolves with the times, and Hiya will have to continue innovating to keep pace with radical shifts in how AI is used to scam individuals. With a 2025 launch of an AI assistant designed to screen deep-fake scam calls and a 2026-announced partnership with Vodafone, it seems to be doing so.
Freddie
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (2 rounds)
Mar 2023
$4.7m
EARLY VC
Jul 2017
$18m
SERIES A
Total funding: $22.7m
Company benefits
- Stock Options
- 100% Covered Medical, Dental and Vision
- 401K Program
- Vacation Package
- Paid Parental Leave
- Commuter Benefits
- Employer Covered Long-term Disability and Life Insurance
- Employee Learning and Development Budget
- Charitable Matching
Company HQ
Pike Place Market, Seattle, WA
Leadership
Alex Algard
(Founder & CEO)Previously Founder at Ekata, Whitepages, Co-Founder at CarDomain Network and Analyst at Goldman Sachs.
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