Job Overview
Location
Seattle, US
Job Type
Full-time
Category
Software Engineering
Date Posted
June 26, 2026
Full Job Description
đź“‹ Description
- • Own and manage a portfolio of Mid-Market customers across North America representing approximately $3M in Annual Recurring Revenue (ARR).
- • Serve as the primary point of contact and trusted advisor for customer stakeholders to ensure successful adoption and long-term partnership.
- • Develop and execute customized success plans aligned with each customer’s business objectives and desired outcomes.
- • Conduct regular business reviews to demonstrate value, drive product adoption, and strengthen customer engagement.
- • Monitor customer health metrics to proactively identify risks and implement retention strategies that minimize churn.
- • Partner with Sales teams to identify, develop, and support expansion opportunities within existing accounts to drive Net Revenue Retention (NRR).
- • Collaborate with Customer Support, Product, and other cross-functional teams to resolve customer issues and enhance overall experience.
- • Advocate for customer needs by providing actionable feedback to internal stakeholders to influence product and service improvements.
- • Utilize data and customer engagement insights to identify growth opportunities and potential risks within assigned accounts.
- • Maintain high standards of trust and quality in all customer interactions, reflecting Hiya’s core values of serving, owning, leading, improving, and doing.
- • Work in a transparent, autonomous environment where context is shared openly, decisions are challenged and committed to, and ambiguity is navigated with ownership.
- • Contribute to a team culture that values diversity, empowerment, and continuous improvement to disrupt the voice communication industry.
🎯 Requirements
- • 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.
🏖️ Benefits
- • Employer-sponsored Medical, dental, and vision insurance (PPO & HDHP) with 50% dependent coverage.
- • 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 for learning and growth.
- • $1,000/year in charitable donation matching.
- • Team lunch 3x per week.
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Hiya, Inc.
Hiya is a leading conversational phone intelligence company that helps businesses and consumers identify and block spam calls and texts. Their platform analyzes billions of calls and texts monthly to provide real-time insights and protection against unwanted communications. Hiya's technology is used by mobile carriers, device manufacturers, and app developers to enhance the user experience and combat fraud. They offer solutions for call blocking, caller identification, and reputation management, aiming to make phone calls safer and more trustworthy for everyone. The company operates in the telecommunications and cybersecurity industries, focusing on mobile security and communication integrity.
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