Customer Success Account Manager, SMB

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.

Customer Success Account Manager, SMB

About the Role

Hiya is growing its SMB customer base across the UK and Europe, and this role exists to ensure those customers stay, grow, and succeed.

This role sits within Hiya Connect - our branded calling product. Hiya Connect Branded Call enables businesses to display their verified brand name, logo, and call reason on outbound calls, helping customers recognize trusted calls, increase answer rates, and improve engagement.

As a Customer Success Account Manager, SMB, you’ll own a high-volume portfolio of 300+ customers. You’ll make commercial decisions every day about how to prioritise your time, engage customers, and create growth across your book of business. The pace is fast and the portfolio is broad.

This role is perfect for someone who enjoys autonomy, thrives in a high-velocity environment and wants genuine ownership of customer outcomes, with a clear path into more strategic account management as Hiya continues to scale across Europe.

What You’ll Do

• Own a portfolio of 300+ SMB accounts across the UK and Europe, with full accountability for renewals and expansion

• Triage your book daily - identify which accounts need intervention and which are healthy enough to run digitally

• Run proactive outreach to at-risk accounts before they become churn conversations

• Identify natural expansion signals - usage growth, new teams, new use cases and convert them into upsell opportunities

• Forecast portfolio performance and maintain accurate CRM records

• Surface patterns from your book of business that help Sales, Product, and Support improve how Hiya serves SMB customers

• Balance short-term renewal pressure with longer-term account health, making clear tradeoffs under volume

What Success Looks Like

• Your renewal rate is consistently strong and churn is predictable

• You know your book - which accounts are healthy, which are at risk, and what you're doing about the latter

• You're expanding accounts through good listening and smart timing

• The patterns you surface from your portfolio are actively shaping how Hiya's SMB function improves

Required Experience

• 2+ years in Customer Success, Account Management, or a commercial SaaS role

• 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

Preferred Experience

• Experience managing SMB or Mid-Market customers.

• Experience working across UK and European markets.

• Experience balancing personalised customer engagement with scale.

• Exposure to conversation intelligence, caller ID, or communications technology

   

Role Details

• Start Date: Immediately

• 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

• Direct Reports: No

Benefits

• 25 days holiday plus bank holidays

• Salary sacrifice pension (4% employer contribution)

• Paid parental leave

• Private medical, dental, and vision (Vitality)

• Life insurance (2x salary)

• Charity donation matching (up to $1,000/year)

• WFH equipment stipend

• $1,000 annual professional development budget

• Onsite gym (Fora)

• Lunch 3x per week (Deliveroo)

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.