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, Mas Orange,Bell Canada, Mas Movil, 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 Q  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…