Director of Customer Success

📋 Description

• • As the Director of Customer Success at Hiya, Inc., you will be instrumental in shaping the future of voice communication by ensuring our global customers derive maximum value from our innovative AI-powered solutions. This pivotal leadership role is centered in Seattle, US, and reports directly to the VP of Sales, placing you at the heart of our revenue organization. You will be the driving force behind customer retention, expansion, and overall value realization across North America, with a specific focus on complex mobile operator accounts and a diverse enterprise customer base.
• • Your primary accountability will be to achieve and exceed Net Revenue Retention (NRR) and Gross Retention targets, ensuring predictable renewal forecasting and collaborating closely with the Sales team on strategic account planning and growth initiatives. This requires a deep understanding of customer needs, market dynamics, and Hiya's unique value proposition.
• • You will act as the senior point of contact for major mobile operator accounts, cultivating strong executive relationships across commercial, technical, and procurement stakeholders. Developing and executing long-term value realization plans tailored to the intricate environments of enterprise and operator clients will be a key responsibility.
• • A significant aspect of this role involves identifying and capitalizing on upsell and cross-sell opportunities throughout the customer base. This includes proactively identifying risks, implementing effective churn mitigation strategies, and actively supporting contract renewals and commercial negotiations to drive revenue growth.
• • A critical part of your mandate is to design, refine, and implement scalable engagement models that cater to diverse customer segments. This ranges from high-touch, executive-level engagement for strategic accounts and mobile operators to more programmatic, scaled approaches for mid-market and SMB clients. You will focus on optimizing onboarding processes, driving adoption, ensuring consistent delivery of Quarterly Business Reviews (QBRs), and establishing clear customer health scoring and performance dashboards.
• • You will lead, mentor, and develop a lean yet high-performing team of Customer Success Managers (CSMs). This involves setting clear performance expectations directly tied to retention and expansion metrics, providing coaching on executive presence and complex account management, and fostering an environment that builds bench strength and develops future leaders within the organization.
• • Establishing disciplined, repeatable processes is essential for creating accountability and driving performance improvements without unnecessary bureaucracy. You will focus on raising the commercial acumen across the Customer Success team, ensuring they operate as strategic partners to Sales and Product, contributing to the overall success of the company.
• • Success in this role will be measured by tangible improvements in NRR and Gross Retention quarter-over-quarter, supported by accurate forecasting that provides leadership with confidence in pipeline visibility and revenue predictability. You will foster deep engagement and expanding use cases within major mobile operator accounts, transforming Hiya from a vendor to a strategic partner through robust executive relationships.
• • The Customer Success team under your leadership will exhibit clear accountability, enhanced commercial instincts, and a superior ability to navigate complex accounts. The processes and systems you implement will be scalable, supporting the company's rapid growth efficiently.
• • Your engagement models will create significant leverage across all customer segments, ensuring strategic accounts receive bespoke executive attention, mid-market customers experience consistent value realization, and SMB customers achieve programmatic success at scale.
• • This is a high-impact, builder role for a motivated leader who thrives in dynamic, growth-stage environments. You will embrace accountability, drive team performance, and play a crucial role in redefining safe, useful voice communication in an AI-driven world. Travel up to 25% is expected to support key client relationships and strategic initiatives.