Director of Customer Success

About Us

At Hiya, we're making calls safe, useful, and human again.

Voice is the most human form of communication, yet it's become one of the least trusted. Spam, scams, and AI manipulation have eroded what was once a simple way to connect. Hiya is changing that.

Each month our AI voice technology analyzes 28+ billion calls, protecting over 550 million users and 800+ businesses worldwide. Partnering with a growing global network including, AT&T, Samsung, British Telecom EE, Rogers, MasOrange,Bell Canada, MasMovil, and Virgin Media O2, we're not just stopping bad actors, we're helping people feel good and confident about picking up the phone again.

This is a pivotal moment for voice. As new threats and technologies accelerate, so does demand for trusted voice communication. Hiya is growing 40%+ year over year, expanding globally, and defining what voice becomes next.

Join us. You won't just work on what voice is today, you'll shape what it becomes tomorrow: smarter, safer, and genuinely worth answering again.

About the Role

Hiya is restoring trust in voice communication at global scale, protecting 550M+ users and making calls clear, safe, and useful again. Our AI runs inside mobile operator networks worldwide, stopping spam, scams, and synthetic voice attacks in real time while giving legitimate calls the identity and context they need to be answered. As we scale our impact across North America—working with major mobile operators and enterprise customers ranging from SMB to Strategic—we need a commercially driven leader to own customer retention, expansion, and value realization across the region. This role reports to the VP of Sales and operates as a core member of the revenue organization, directly accountable for Net Revenue Retention (NRR), renewal predictability, and account growth. You'll lead success for complex mobile operator accounts and a diverse enterprise customer base, building scalable engagement models that work across segments while maintaining high-touch relationships with strategic accounts. This is a high-impact builder role for a motivated leader who thrives in lean environments, embraces accountability, and is ready to scale both revenue and team performance as Hiya continues to redefine what safe, useful voice looks like in an AI-driven world.

What You'll Do

• Own North America NRR and Gross Retention performance, driving accurate renewal and expansion forecasting while partnering closely with Sales on account planning and growth strategy

• Serve as senior point of contact for major mobile operator accounts, building executive relationships across commercial, technical, and procurement stakeholders and developing long-term value realization plans that navigate complex enterprise and operator environments

• Identify and execute upsell and cross-sell opportunities across the customer base, leading structured risk identification and churn mitigation efforts while supporting contract renewals and commercial negotiations

• Design and refine engagement models across segments—from operator/strategic (high-touch) to enterprise/mid-market to SMB (scaled/programmatic)—improving onboarding, adoption, and QBR consistency while implementing clear health scoring and performance dashboards

• Lead and develop a lean team of Customer Success Managers, establishing clear performance expectations tied to retention and expansion, coaching on executive presence and complex account management, and building bench strength and future leaders

• Establish disciplined, repeatable processes that create accountability and improve performance without over-building infrastructure, raising commercial acumen across the team and ensuring Customer Success operates as a strategic partner to Sales and Product

• Travel required up to 25%

What Success Looks Like

• NRR and Gross Retention improve measurably quarter-over-quarter, with accurate forecasting that gives leadership confidence in pipeline visibility and revenue predictability across the region

• Major mobile operator accounts demonstrate sustained growth, deeper engagement, and expanding use cases, with executive relationships that position Hiya as a strategic partner rather than a vendor

• The Customer Success team operates with clear accountability, stronger commercial instincts, and improved ability to navigate complex accounts, with processes and systems that scale efficiently as the business grows

• Your engagement models create leverage across segments—strategic accounts receive high-touch executive engagement, mid-market customers benefit from consistent value realization, and SMB customers experience programmatic success at scale

What We're Looking For

• 7–10 years of experience in Customer Success, Strategic Account Management, or related post-sale roles, with minimum 2+ years leading a high-performing Customer Success organization and direct accountability for retention and expansion results

• Demonstrated success owning or materially influencing Net Revenue Retention (NRR), with strong forecasting discipline and revenue accountability in a Sales-led revenue organization

• Experience managing complex enterprise and/or telecom/mobile operator accounts preferred, with executive presence and ability to influence senior stakeholders across commercial, technical, and procurement functions

• Builder mindset with ability to create structure and accountability in lean, growth-stage environments—comfortable designing scalable systems without over-engineering or waiting for perfect infrastructure

• Data-driven with strong operational instincts, able to balance strategic account leadership with systematic approaches to customer health, risk identification, and expansion opportunity

• Proven ability to lead, coach, and develop high-performing teams, raising commercial acumen and accountability while building bench strength for future growth

• Strong judgment in navigating ambiguity, making tradeoffs between competing priorities, and operating with limited resources while maintaining high standards for customer experience and business outcomes

Hiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems.

We work with a high degree of transparency and autonomy. Context is shared openly, and decisions are discussed, challenged, and then made. Once a call is made, we commit and move forward.

You’ll be expected to work through ambiguity, weigh tradeoffs, and take responsibility for results, while keeping a high bar for quality and customer trust.

Every team member at Hiya is expected to live our core values:

• Serve, our customers and partners by holding a high bar for trust and quality

• Own, share in success and open up to failures

• Lead, listen, show up with a point of view but commit entirely once a decision has been made

• Improve, even if it means changing course or contradicting ourselves

• Do, rather than observe

Process Overview

Our standard interview process follows this sequence:

• Initial Screen: We confirm baseline alignment, role interest, relevant experience, and logistics.

• Hiring Manager (HM) Screen: We evaluate role fit, expectations, and execution readiness.

• Take Home Working Assignment: You'll complete a take-home, role-relevant assignment designed to reflect the kind of work you would do at Hiya. The assignment focuses on how you think, prioritize, and explain your approach. You'll review your work and discuss your reasoning with the interview panel.

• Assignment-Based Interview Loop: Interviewers will explore how you think through the work, ask questions, respond to feedback, and adapt your approach. Each interviewer focuses on specific competencies and how you make decisions, navigate tradeoffs, and collaborate in real time.

• Future Hiya Value Interview: An independent conversation focused on your long-term potential, judgment under ambiguity, and ability to create sustained value as scope and complexity increase.

• Base Salary: $140,000 - $215,000

  • Compensation is determined by role scope, skills, experience, location, and market data.

• Bonus: Up to 20% of base

  • Total compensation varies based on performance.

• Equity Compensation: ownership aligned with your impact and the company's growth

• Employer-sponsored Insurance

  • Medical, dental, and vision (PPO & HDHP); 50% dependent coverage

  • Health, flexible spending, and dependent care accounts

  • Life, AD&D, and accident coverage, with company-paid life and long-term disability

• 401(k) with 3% company match (via Fidelity)

• Flexible vacation policy and paid company holidays

• Paid parental leave

• Work-from-home equipment stipend

• $1,000 annually to invest in your learning and growth

• $1,000/year in charitable donation matching

• Team lunch 2x per week

We're building a team with diverse perspectives, identities, and professional experiences. We evaluate candidates through a business lens and believe that diversity and unique viewpoints make our company stronger, more dynamic, and a great place to build a career.

We've been recognized by Built In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for our culture, innovation, leadership, compensation, and more. At Hiya, we're a people-centric company focused on helping each employee grow both personally and professionally. We create a culture of support and empowerment that challenges the status quo, resulting in an energized team that's passionate about their work. You'll love working here if you're looking for an innovative challenge that's disrupting an industry. Come join us!