At a Glance
- Tasks: Manage strategic Nordic accounts, driving growth and delivering measurable value.
- Company: Join a leading tech company focused on customer success and innovation.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration across teams and cultures.
- Why this job: Be the key player in transforming customer relationships into multi-million dollar successes.
- Qualifications: 5+ years in Customer Success with experience in managing large enterprise customers.
The predicted salary is between 60000 - 80000 £ per year.
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
Strategic Customer Success Manager in London employer: Job Search Place Limited
At Hiya, we pride ourselves on being an exceptional employer, particularly for the Strategic Customer Success Manager role in the vibrant Nordic region. Our work culture fosters collaboration and innovation, providing employees with ample opportunities for professional growth and development while working with high-value telecom accounts. With a focus on driving meaningful impact and a commitment to employee well-being, Hiya offers a unique environment where you can thrive and make a significant difference.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Job Search Place Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Strategic Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
