Mid-Market Customer Success Manager North America

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 MasOrangeBell 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.

We are seeking a customer-focused Mid-Market Customer Success Manager (CSM) to manage a portfolio of customers across North America representing approximately $3M in Annual Recurring Revenue (ARR). As a trusted advisor you will help customers achieve their business objectives maximize value from our solutions and build long-term partnerships.

This role is accountable for driving customer retention and achieving Net Revenue Retention (NRR) goals within the assigned portfolio. You will partner closely with Sales to identify and support expansion opportunities and collaborate with Customer Support to deliver an exceptional customer experience.

• Own and manage a portfolio of Mid-Market customers representing approximately $3M ARR.

• Build trusted relationships with customer stakeholders and serve as the primary point of contact for customer success.

• Develop and execute success plans aligned to customer goals and business outcomes.

• Conduct regular business reviews to demonstrate value drive adoption and strengthen engagement.

• Monitor customer health identify risks proactively and execute retention strategies to minimize churn.

• Drive product adoption and help customers realize measurable value from our solutions.

• Partner with Sales to identify develop and support expansion opportunities within existing accounts.

• Collaborate with Customer Support Product and other cross-functional teams to resolve issues and improve the customer experience.

• Advocate for customer needs and provide actionable feedback to internal stakeholders.

• 3–5+ years of Customer Success Account Management Consulting or related customer-facing experience in a SaaS environment.

• Experience managing a portfolio of Mid-Market customers and driving retention outcomes.

• Demonstrated ability to build relationships with stakeholders and influence business outcomes.

• Strong analytical communication presentation and problem-solving skills.

• Experience identifying customer risks and growth opportunities through data and customer engagement.

• Experience using Salesforce and Customer Success platforms such as Vitally Gainsight Catalyst Totango ChurnZero or similar tools.

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

• Base Salary: $80000 - $115000

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

• 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

• $1000 annually to invest in your learning and growth

• $1000/year in charitable donation matching

• Team lunch 3x per week

This position is based in Seattle WA USA.

We are building a team with a variety of perspectives identities and professional experiences. We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger more dynamic and a great place to build a career.

Our team has won various awards over the last 4 years from Built-in Seattle and Seattle Business Week to #86 on Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya we are a people-centric company focused on helping each and every one of our employees grow both personally and professionally. We feel that creating a team culture of support and empowerment to challenge the status quo results in an energized and passionate team that is continuously challenged and passionate about the work they are doing. You'll love working here if you are looking for an innovative challenge that is disrupting an industry. Come join us!

What We Do

Hiya is trusted by global businesses carriers and consumers to enable secure engaging connections and stop unwanted calls. Hiya is pioneering the next generation of AI-powered voice intelligence with real-time analysis and an AI assistant to enhance voice protection productivity and call performance. Hiya connects businesses with their customers helps carriers secure their networks and protects people from spam and fraud calls. Our SaaS applications — Hiya Connect and Hiya Protect — serve more than 500 million users on the Hiya Network powering call protection and identity for AT&T British Telecom EE Virgin Media O2 Samsung Ericsson Rogers Telenor and more.

Why Work With Us

We're passionate about creating a culture where employees love to work feel supported and energized and are empowered to create innovate and challenge the status quo. We’re constantly on the lookout for talented dedicated and driven people to join our growing team.

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