Mid-Market Customer Success Manager, North America

About the role

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, MasOrange,Bell Canada, MasMovil, 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. We are seeking a customer-focused Mid-Market Customer Success Manager (CSM) to manage a portfolio of customers across North America representing approximately $3M in Annual Recurring Revenue (ARR). As a trusted advisor, you will help customers achieve their business objectives, maximize value from our solutions, and build long-term partnerships. This role is accountable for driving customer retention and achieving Net Revenue Retention (NRR) goals within the assigned portfolio. You will partner closely with Sales to identify and support expansion opportunities and collaborate with Customer Support to deliver an exceptional customer experience.

Responsibilities

• Own and manage a portfolio of Mid-Market customers representing approximately $3M ARR.
• Build trusted relationships with customer stakeholders and serve as the primary point of contact for customer success.
• Develop and execute success plans aligned to customer goals and business outcomes.
• Conduct regular business reviews to demonstrate value, drive adoption, and strengthen engagement.
• Monitor customer health, identify risks proactively, and execute retention strategies to minimize churn.
• Drive product adoption and help customers realize measurable value from our solutions.
• Partner with Sales to identify, develop, and support expansion opportunities within existing accounts.
• Collaborate with Customer Support, Product, and other cross-functional teams to resolve issues and improve the customer experience.
• Advocate for customer needs and provide actionable feedback to internal stakeholders.

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.
• How We Work
• You'll be expected to work through ambiguity, weigh tradeoffs, and take responsibility for results-while keeping a high bar for quality and customer trust.
• Every team member at Hiya is expected to live our core values:
• Serve, our customers and partners by holding a high bar for trust and quality
• Own, share in success and open up to failures
• Lead, listen, show up with a point of view but commit entirely once a decision has been made
• Improve, even if it means changing course or contradicting ourselves
• Do, rather than observe
• How We Invest in You
• Compensation & Ownership
• Base Salary: $80,000 - $115,000
• Compensation is determined by role scope, skills, experience, location, and market data.
• Equity Compensation: ownership aligned with your impact and the company's growth
• Benefits & Support
• Employer-sponsored Insurance
• Medical, dental, and vision (PPO & HDHP); 50% dependent coverage
• Health, flexible spending, and dependent care accounts
• Life, AD&D, and accident coverage, with company-paid life and long-term disability
• 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 to invest in your learning and growth
• $1,000/year in charitable donation matching
• Team lunch 3x per week
• This position is based in Seattle, WA, USA.
• We are building a team with a variety of perspecti

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