---
title: 'Principal Customer Success Manager at Hiya'
canonical: 'https://feeny.ai/job/principal-customer-success-manager-hiya-london-b9a785xw44rd'
type: 'job'
last_seen: '2026-10-15'
---

# Principal Customer Success Manager at Hiya

- **Company:** Hiya
- **Location:** London, United Kingdom
- **Compensation:** £100k–£130k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-05-12
- **Last confirmed live:** 2026-10-15
- **Apply:** https://jobs.ashbyhq.com/hiya/3a56bc29-963b-4bd6-95d0-9e812058cfbf/application

**Skills:** SaaS, Platform Business, Post-sales Lifecycle Management, Program Management, APIs, Integrations, Pilot Management, Data Analysis, Telecommunications, Network Security, Voice Technology, AI-driven Products

> Own and grow a portfolio of strategic UK customers by driving adoption, leading complex programs, and delivering measurable value. This post-sales role involves executive engagement, technical delivery, and commercial expansion for high-value telecom accounts.

## Job description

## About Hiya

At Hiya, we’re making business calls more trusted, useful, and effective. Voice remains one of the most important ways businesses communicate with their customers, but the value of a call depends on trust. When customers do not recognize who is calling or why, important conversations are missed, customer relationships suffer, and business outcomes are harder to achieve. Hiya helps businesses create trusted calling experiences that benefit both sides of the conversation: enterprises can reach customers with confidence, and customers can answer with confidence. Our products support branded business calling, trusted caller identity, call performance insights, customer engagement, and voice security capabilities that help businesses strengthen relationships and improve outcomes. This role sits in a core business area for Hiya and is focused on helping SMB and enterprise customers succeed.

## About the Role

We’re hiring a Principal Customer Success Manager to lead Hiya’s relationships with two of our largest and most strategically important UK customers. This is a senior individual-contributor role with ownership of complex, multi-million-dollar telecom relationships. You’ll act as the post-sales “quarterback”—driving adoption, leading strategic programmes, delivering measurable value, and unlocking significant commercial growth. You’ll operate across executive engagement, technical delivery, and commercial expansion—bringing structure to ambiguity and momentum to complex environments.

## What You’ll Do

- Own two of Hiya’s largest UK accounts, accountable for retention, growth, and customer outcomes
- Define and execute multi-year customer strategies aligned with customer goals and Hiya’s roadmap
- Drive adoption and value, translating product capabilities into measurable business impact
- Lead complex, cross-functional programmes from planning through to production and scale
- Identify and shape significant expansion opportunities across new products and use cases
- Build executive relationships and lead strategic reviews, influencing customer strategy and direction
- Align Sales, Product, Engineering, and Support around a clear customer strategy
- Own risk, senior escalations, and performance to ensure consistent delivery
- Raise the standard of strategic customer management by sharing best practice and coaching colleagues

## What We Are Looking For

- 5+ years in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses
- Experience managing large, complex enterprise customers (7-figure / multi-million ARR)
- Strong track record across the full post-sales lifecycle: adoption, delivery, renewals, and growth
- Solid program management skills; comfortable leading complex, cross-functional initiatives
- Confidence operating in technical environments (APIs, integrations, pilots/POCs)
- Strong stakeholder management, including executive-level engagement
- Highly proactive, data-driven, and comfortable operating in ambiguity

You'll Likely Stand Out If You Have

- Experience working in telecommunications or another complex, highly regulated enterprise environment
- Knowledge of voice technology, network security, identity, fraud prevention, or AI-powered products
- Experience working with major telecom operators or similarly large, matrixed organisations

## Role Details

- Type: Hybrid
- Location: London, United Kingdom
- Travel: Up to 25%
- Department: Sales – Customer Success
- Reports to: Sr. Manager: Customer Success, UK & EU

Come Work With Us! 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!

Hiya is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.

## About Hiya

## Company Overview
- **One-liner**: Hiya provides an AI-powered voice platform that protects consumers from spam and fraud calls, helps businesses connect with customers through branded calling, and secures telecom networks.
- **Entity Type**: Private (Series A and subsequent rounds; latest funding $4.7M in 2023)
- **Headquarters**: Seattle, Washington, United States (additional offices in London, UK and Budapest, Hungary)
- **Founded**: 2016 (spun out of Whitepages; product development began in 2015)
- **Founders**: Alex Algard

## Core Business
- **Primary industries**: Voice security, telecommunications, AI voice intelligence, anti-fraud
- **Target customers**: B2B (carriers, enterprises) and B2C (mobile app users)
- **Mission/purpose**: “Modernizing voice with intelligence for security and productivity” – protecting against spam and fraud, connecting businesses with customers, and securing global telecommunications.

## Products & Services
- **Hiya AI Phone (Consumer App)**: AI assistant that screens calls, detects spam and fraud, transcribes and summarizes calls, and detects synthetic (deepfake) voices.
- **Hiya Protect (Carrier/Network)**: Network-based spam and fraud blocking solution used by telecom carriers; includes Adaptive AI self-learning fraud detection.
- **Hiya Connect (Enterprise SaaS)**: Branded Call platform that displays business name, logo and call reason to increase answer rates; also includes Caller Reputation and Number Registration.
- **Deepfake Voice Detection**: Acquired from Loccus.ai in 2024; integrated into Hiya’s platform for real-time synthetic voice detection.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric**: Total Funding – $22.7M (including $18M Series A led by Balderton Capital in 2017, plus subsequent rounds)
- **Recent Annual Revenue**: $120M (per LinkedIn data)
- **Notable Investors & Partners**: Balderton Capital, Nautilus Venture Partners, 2xN, Lattice CEO Sarah Franklin (board); carrier partners include AT&T, Telenor Norway, Rogers Canada, BT/EE, O2, Liberty Latin America.
- **Growth Signals**: 500M+ active users; 150+ employees (+20% YoY); expanded into UK, Canada, Latin America; deepfake detection acquisition; named a 2025 “Happiest Employees” company and multiple “Best Places to Work” awards in Seattle.

## Competitive Advantages
- **Carrier-level integration**: Hiya’s technology is embedded directly in major telecom networks (e.g., AT&T, Rogers, BT), giving it scale and trust that standalone apps cannot match.
- **Adaptive AI**: Self-learning fraud detection model that continuously adapts to new scam tactics.
- **Deepfake voice detection**: Unique capability acquired from Loccus.ai, providing real-time synthetic voice analysis.
- **Branded Call reputation**: Proprietary Caller Reputation score that helps businesses avoid being flagged as spam.

## Strategic Focus
- Expanding global carrier partnerships (40+ countries covered) to extend spam protection and branded calling capabilities.
- Deepening AI capabilities in voice security, especially deepfake detection and conversational intelligence.
- Growing the Hiya AI Phone consumer product as a productivity tool with transcription and summarization features.

## Why Work Here
- **Award-winning culture**: Recognized in 2025 as a “Happiest Employees” company and “Best Leadership Team” (Midsize #39); consistently ranked among Seattle’s Best Places to Work.
- **Remote/hybrid policy**: Flexible work environment; employees receive a work-from-home office stipend. Flexible vacation time.
- **Benefits**: Stock options, fully covered medical/dental/vision, 401k with employer match, paid parental leave, $1,000 learning & development budget, $1,000 charitable matching, employer-paid life and disability insurance.
- **Engineering culture**: “We are doers, not observers” – fast-paced startup environment where employees own real work and stretch themselves; values include Serve, Own it, Lead, Improve, Do.

## Sources
1. [hiya.com/about](https://www.hiya.com/company/about)
2. [hiya.com/careers](https://www.hiya.com/company/careers)
3. [jobs.ashbyhq.com/hiya](https://jobs.ashbyhq.com/hiya?embed=js)
4. [hiya.com](https://www.hiya.com/)
5. [linkedin.com/company/hiyainc](https://www.linkedin.com/company/hiyainc)

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