About the role

Director of Customer Success responsible for NRR and expansion in North America at Hiya. Leading customer engagement for major mobile operators and enterprise accounts while fostering a high-performing team.

Responsibilities

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 QBR 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%

7–10 years of experience in Customer Success, Strategic Account Management, or related post-sale roles, with minimum 2+ years leading a high-performing Customer Success organization and direct accountability for retention and expansion results
Demonstrated success owning or materially influencing Net Revenue Retention (NRR), with strong forecasting discipline and revenue accountability in a Sales-led revenue organization
Experience managing complex enterprise and/or telecom/mobile operator accounts preferred, with executive presence and ability to influence senior stakeholders across commercial, technical, and procurement functions
Builder mindset with ability to create structure and accountability in lean, growth-stage environments—comfortable designing scalable systems without over-engineering or waiting for perfect infrastructure
Data-driven with strong operational instincts, able to balance strategic account leadership with systematic approaches to customer health, risk identification, and expansion opportunity
Proven ability to lead, coach, and develop high-performing teams, raising commercial acumen and accountability while building bench strength for future growth
Strong judgment in navigating ambiguity, making tradeoffs between competing priorities, and operating with limited resources while maintaining high standards for customer experience and business outcomes

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 2x per week