About the Role
We’re hiring a Strategic Customer Success Manager to own and grow a small portfolio of Hiya’s most strategic Nordic customers. This role sits at a critical point of growth, with several major customers launching and scaling rapidly. This is a post‑sales “quarterback” role. You’ll drive adoption, lead complex programs, deliver measurable value, and unlock multi‑million dollar growth within a focused set of high‑value telecom accounts. 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 a small portfolio (2–10) of strategic Nordic accounts, accountable for retention, growth, and outcomes
* Build and execute multi‑year account plans aligned to customer goals and Hiya’s roadmap
* Drive adoption and value, translating product capabilities into measurable business impact
* Lead end‑to‑end delivery of POCs, pilots, and complex programs through to production
* Identify and close expansion opportunities (upsell, cross‑sell, new use cases)
* Build senior relationships and lead QBRs, influencing customer strategy and direction
* Act as the central point of coordination across Sales, Product, Engineering, and Support
* Manage risk, escalations, and performance to ensure consistent delivery and customer success
What You Bring
* 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
* Proven ability to drive commercial outcomes—not just relationships
* 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
* Fluency or strong proficiency in Nordic languages (Swedish, Finnish, Danish, or Norwegian) is highly desirable
Preferred
* Experience in telecommunications or highly regulated enterprise environments
* Familiarity with Nordic business culture and markets
* Background in voice technology, network security, or AI‑driven products
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