Customer Success jobs in United Kingdom

About Us

At Hiya, we’re revolutionizing voice communication. Our mission is to modernize voice with intelligence for security and productivity

Since 2015, when we introduced the first mobile caller ID and spam-blocking apps, we’ve been at the forefront of voice intelligence innovation. In 2016, we partnered with Samsung and AT&T to launch Hiya Protect, the first network-based spam-blocking solution. In 2019, we introduced Hiya Connect, a branded call SaaS platform that helps businesses reach more customers by phone.

Today, our Voice Intelligence Platform supports over 500 million users globally. By using adaptive AI and audio intelligence, it delivers smarter, safer, and more productive voice calls across networks, apps, and devices. Our network & solution partners have grown to include British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, MasMovil, Telenor, FICO, Twilio, and more.

About the Position

We are looking for a Technical Program Manager (TPM) to lead delivery of complex carrier integrations for Hiya Protect, including authenticated call setups and network-level voice security deployments.

This role is delivery-focused, highly cross-functional, and deeply technical. You will be the primary point of contact between Hiya and carriers across EMEA, ensuring each integration is planned, executed, tracked, and delivered with precision.

You will partner closely with Engineering, Product, Carrier Specialists, Customer Success, and external carrier technical teams to bring new Protect integrations to life.

This role is based in London with an expectation of 3 days/week in-office to collaborate with engineering and delivery teams.

What You’ll Do

• Own end-to-end delivery of Protect carrier integrations, from kickoff through deployment.
• Define and maintain realistic project plans (20–25 weeks), milestones, dependencies, and risk registers.
• Run weekly status meetings, maintain project tracking docs, and ensure all stakeholders are aligned.
• Ensure carriers deliver their components on time (network configs, SIP elements, API tests, certs, data mapping, billing inputs).

• Bring technical fluency in REST APIs, AWS services, and SIP/telephony basics.
• Collaborate with Engineering and Product to clarify requirements, data schemas, and integration patterns.
• Validate data elements required for billing, fraud detection, and Protect workflows.
• Identify technical blockers early, elevate appropriately, and drive resolution across teams.

• Act as the trusted point of contact for carriers, ensuring expectations, timelines, and responsibilities clear.
  Manage cross-functional communication with Engineering, CS, Product, and leadership.
• Present clear, concise updates to both technical and non-technical audiences internally and externally.
• Build strong partnerships through persistence, clarity, and a bias toward action.

• Improve delivery practices, templates, and tooling for repeatability across future carrier integrations.
• Identify gaps in process, communication, or documentation and proactively address them.

What You’ll Need to Succeed

• 5+ years in technical program management or complex technical project delivery (SaaS preferred).
• Familiarity with software development lifecycle basics, Jira for ticket management, and program management methodologies is required.
• Experience leading integrations involving APIs, AWS, and complex technical data flows.
• Background in telecom, carriers, SIP/telephony, or adjacent industries
• Proven experience owning large implementations end-to-end, with hands‑on involvement in requirements, risks, and stakeholder alignment.
• Strong command of implementation tracking (status docs, dependencies, RAID logs).

These qualities reflect Hiya’s core values of Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success, and Leading by showing up:

• Serve our customers – You lead with empathy, always seeking to understand customer challenges and provide solutions that deliver real value.
• Do rather than observe – You take initiative, move deals forward with urgency, and find creative ways to overcome obstacles.
• Improve yourself and our business – You embrace feedback, refine your craft, and seek opportunities to make our sales process and customer experience even better.
• Own and hold yourself accountable for success – You take responsibility for your results, celebrate wins, and learn from setbacks without excuses.
• Lead by showing up – You bring a clear point of view, engage in open and respectful discussion, and commit fully to team decisions that move Hiya forward.

The requirements listed in the job descriptions are guidelines. You don’t have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you.

More Details

• Start Date: Immediately
• Status: Full-time
• Type: Hybrid
• Location: London, UK
• Travel Requirements: Some
• Department: Business Development
• Reports to: Senior Director Carrier Sales, Europe

Benefits

• 25 holiday plus bank holidays
• Opt in salary sacrifice pension scheme (company full 4% of basic salary contribution)
• Paid parental leave
• Private medical insurance through Vitality (including dental & vision)
• Employer‑paid life insurance 2x base salary
• Donation Matching for a charity of your choice (up to $1,000/ year)
• WFH equipment stipend
• $1,000/year in Professional Development funds
• Lunch provided on in‑office days

This position is based in London, UK. Office post code: W1F 8WE

We are building a team with a variety of perspectives, identities, and professional experiences. We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career.

Our team has won various awards over the last 4 years from Built-in Seattle and Seattle Business Week to #86 on Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya, we are a people‑centric company focused on helping each and every one of our employees grow both personally and professionally. We feel that creating a team culture of support and empowerment to challenge the status quo results in an energized and passionate team that is continuously challenged and passionate about the work they are doing. You'll love working here if you are looking for an innovative challenge that is disrupting an industry. Come join us!