SMB Customer Success Manager

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** Hiya is looking for an SMB Customer Success Manager to join our North American Customer Success team. In this role, you'll be responsible for driving onboarding, adoption, retention, and expansion across a high-volume book of SMB and self-service customers. The ideal candidate has a foundation in Customer Success or Account Management within a scaling technology company, with the ability to use data, repeatable programs, and sharp customer judgment to create impact across many accounts. You will work closely with members of the Sales, Product, Support, and Marketing teams to help customers realize value from Hiya at scale. This role requires strong communication, operational discipline, curiosity, and a proactive "can-do" attitude. Your success will play a crucial role in expanding Hiya's customer base, identifying conversion opportunities from self-serve customers, and helping build the next generation of scaled customer success motions. **We're excited about you because you're the kind of person who:** You're the kind of person who'd rather spend an hour building the shortcut than a month walking the long way. AI is changing this job faster than anyone can write the playbook for it, and you'd rather help write that playbook than wait around for one. ## **What You’ll Do** - Own and manage a high-volume portfolio of SMB and self-service customers representing approximately $3M ARR, using a tiered engagement model that matches touch to account potential. - Serve as the primary point of contact across onboarding, adoption, value realization, renewal, and expansion, building trusted relationships with the stakeholders who matter most. - Drive enablement and adoption through repeatable programs — onboarding sequences, training sessions, office hours, webinars, and self-serve content. - Monitor customer health, usage trends, and engagement signals to prioritize outreach, surface risk early, and execute retention plays. - Build and maintain automated health scoring, risk alerts, and renewal triggers so at-risk and expansion-ready accounts surface early rather than at renewal. - Help customers quantify the value they're getting from Hiya through usage insights, adoption milestones, and business outcomes. - Identify self-service customers with strong usage or business fit and support their conversion into committed customers. - Partner with Sales to surface and support expansion, upgrade, and renewal opportunities across the book. - Partner with leadership to shape and execute Hiya's scaled customer success strategy. - Advocate for customers with Support, Product, and Marketing — improving the product experience, enablement materials, support processes, and scaled CS playbooks. - Track and report on KPIs for the scaled program, analyze what's working, and recommend improvements. ## **What We Are Looking For** - 1–3 years of Customer Success, Account Management, Consulting, or related customer-facing experience in a SaaS environment. - Exposure to a high-volume or scaled portfolio, and a track record of driving retention outcomes. - Strong customer judgment — able to balance personalized engagement with scalable program execution. - Comfort using data to prioritize outreach, diagnose account health, spot usage trends, and uncover expansion signals. - Demonstrated ability to build relationships with stakeholders and influence business outcomes. - Strong communication, presentation, and problem-solving skills. - Experience using Salesforce and Customer Success platforms such as Vitally, Gainsight, Catalyst, Totango, ChurnZero, or similar tools. ## **You’ll Likely Stand Out If You Have** - Genuine interest in AI and how it can be applied to customer success work — you've experimented with AI tools to automate workflows, draft outreach, summarize accounts, or analyze customer data, and you have opinions about where it helps and where it doesn't. - Experience with automation and integration tools (Zapier, Workato, n8n, or similar), or comfort with SQL and spreadsheet modeling. # **How We Work** Hiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems. We work with a high degree of transparency and autonomy. Context is shared openly, and decisions are discussed, challenged, and then made. Once a call is made, we commit and move forward. 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** - 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\** ## **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.*