Customer Success Manager, SMB

Job description

## **About Hiya** At Hiya, we’re making business calls more trusted, useful, and effective. Voice remains one of the most important ways businesses communicate with their customers, but the value of a call depends on trust. When customers do not recognize who is calling or why, important conversations are missed, customer relationships suffer, and business outcomes are harder to achieve. Hiya helps businesses create trusted calling experiences that benefit both sides of the conversation: enterprises can reach customers with confidence, and customers can answer with confidence. Our products support branded business calling, trusted caller identity, call performance insights, customer engagement, and voice security capabilities that help businesses strengthen relationships and improve outcomes. This role sits in a core business area for Hiya and is focused on helping SMB and enterprise customers succeed. ## **About the Role** Most people don’t answer calls from numbers they don’t recognise, and that costs legitimate businesses customers. Hiya Connect Branded Call fixes this by showing a verified brand name, logo and call reason on outbound calls, so the right calls get answered. As our Account Manager, SMB, you’ll own the relationships with a fast-growing base of small and mid-sized businesses across the UK and Europe. You’ll keep them renewing, help them grow and work with Sales, Product and Support to shape how Hiya serves this market. We’re excited about you because you’re the kind of person who treats a book of 300 accounts as 300 chances to make a difference. You decide where your time matters most, act before problems become churn, and enjoy building the playbook rather than just following one. ## **What You’ll Do** - Own a portfolio of 300+ SMB accounts, with full accountability for renewals and expansion - Hold renewal, pricing and growth conversations in German, French or Spanish as well as English - Triage your book daily: decide which accounts need you and which can run digitally - Reach at-risk customers early, before the conversation turns to churn - Spot expansion signals (usage growth, new teams, new use cases) and turn them into upsells - Forecast your portfolio and keep CRM records accurate - Share patterns from your book that help Sales, Product and Support improve the SMB experience ## **What We Are Looking For** - 2+ years in Customer Success, Account Management, or a commercial SaaS role - **Must have - Business-level German, French or Spanish** - confident holding renewal, pricing, and expansion conversations in that language - Demonstrated ownership of renewals, expansions, or quota - Commercial instinct - able to spot a growth opportunity, build a case for it, and close it without heavy support - Clear, direct communication with customers and internal stakeholders - Comfortable working independently in an environment where not every process is fully defined ## **You’ll Likely Stand Out If You Have** - Experience managing SMB or mid-market customers - Experience across UK and European markets - More than one of German, French or Spanish, or another European language - A knack for keeping engagement personal at scale - Exposure to conversation intelligence, caller ID or communications technology ## Role details - Status: Full-time - Type: Hybrid - Location: London, United Kingdom - Travel: Up to 25% - Department: Sales – Customer Success - Reports to: Sr. Manager: Customer Success, UK & EU ## **Come Work With Us!** We're building a team with diverse perspectives, identities, and professional experiences. We evaluate candidates through a business lens and believe that diversity and unique viewpoints make our company stronger, more dynamic, and a great place to build a career. We've been recognized by Built In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for our culture, innovation, leadership, compensation, and more. At Hiya, we're a people-centric company focused on helping each employee grow both personally and professionally. We create a culture of support and empowerment that challenges the status quo, resulting in an energized team that's passionate about their work. You'll love working here if you're looking for an innovative challenge that's disrupting an industry. Come join us! *Hiya is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.*