Strategic Customer Success Manager

About the Role

We’re hiring a Strategic Customer Success Manager to own and grow a small portfolio of Hiya’s most strategic Nordic customers. This role sits at a critical point of growth, with several major customers launching and scaling rapidly. This is a post‑sales “quarterback” role. You’ll drive adoption, lead complex programs, deliver measurable value, and unlock multi‑million dollar growth within a focused set of high‑value telecom accounts. You’ll operate across executive engagement, technical delivery, and commercial expansion—bringing structure to ambiguity and momentum to complex environments.

What You’ll Do

• Own a small portfolio (2–10) of strategic Nordic accounts, accountable for retention, growth, and outcomes
• Build and execute multi‑year account plans aligned to customer goals and Hiya’s roadmap
• Drive adoption and value, translating product capabilities into measurable business impact
• Lead end‑to‑end delivery of POCs, pilots, and complex programs through to production
• Identify and close expansion opportunities (upsell, cross‑sell, new use cases)
• Build senior relationships and lead QBRs, influencing customer strategy and direction
• Act as the central point of coordination across Sales, Product, Engineering, and Support
• Manage risk, escalations, and performance to ensure consistent delivery and customer success

What You Bring

• 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
• 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)
• Strong stakeholder management, including executive‑level engagement
• Highly proactive, data‑driven, and comfortable operating in ambiguity
• Fluency or strong proficiency in Nordic languages (Swedish, Finnish, Danish, or Norwegian) is highly desirable

Preferred

• Experience in telecommunications or highly regulated enterprise environments
• Familiarity with Nordic business culture and markets
• Background in voice technology, network security, or AI‑driven products

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