Account Manager, SMB @Hiya

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 growing its SMB customer base across the UK and Europe, and this role exists to retain and grow that business.

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

As an Account Manager, SMB, you’ll own a high-volume portfolio of more than 300 customers. You’ll be commercially accountable for renewals, retention and expansion across your book of business.

This is a fast-moving, run-rate Account Management position where you will make daily decisions about which accounts need attention, where revenue is at risk and where there is an opportunity to grow.

Many accounts will be managed through scaled and digital engagement. Your direct customer time must therefore be focused where it can have the greatest commercial impact.

This role is ideal for someone who enjoys autonomy, thrives in a high-velocity environment and wants genuine ownership of commercial outcomes.

WHAT YOU’LL DO

- Own a portfolio of 300+ SMB accounts across the UK and Europe.

- Deliver agreed renewal, expansion and net-revenue-retention targets.

- Prioritise your portfolio according to revenue, renewal timing, risk and growth potential, using scaled and digital engagement where appropriate.

- Engage at-risk accounts proactively and resolve the payment, usage or expectation issues that could lead to churn.

- Lead renewal, pricing and commercial negotiation conversations.

- Identify expansion signals and convert them into upsell and cross-sell revenue.

- Forecast portfolio performance and maintain accurate CRM records.

- Work with Sales, Product, Support and Finance to resolve issues and improve portfolio performance.

WHAT SUCCESS LOOKS LIKE

- You consistently achieve your renewal, retention and expansion targets.

- Churn risks are identified early, understood and acted upon.

- You know which accounts require attention and can clearly explain your priorities.

- You identify and convert appropriate upsell and cross-sell opportunities.

- Your portfolio forecasts and CRM records are accurate.

- You manage a large portfolio without treating every account as high-touch.

REQUIRED EXPERIENCE

- 1–2 years of experience in Account Management, renewals, inside sales or another commercially focused customer role.

- Evidence of personally owning measurable outcomes such as revenue, retention, renewals, expansion or quota.

- Experience managing a high volume of customers, opportunities or competing priorities.

- Confidence conducting renewal, pricing and customer-objection conversations.

- Strong organisation and the ability to prioritise according to commercial impact.

- Clear, concise and professional communication with customers and internal stakeholders.

- Confidence working independently and taking action without constant direction.

- Experience maintaining customer and commercial information in a CRM.

PREFERRED EXPERIENCE

- Experience managing a high-volume SMB or transactional customer portfolio.

- Experience working in SaaS, technology or another subscription-based business.

- Experience balancing direct customer engagement with scaled or digital communication.

- Experience working across UK and European markets.

- Experience identifying and closing upsell or cross-sell opportunities.

ROLE DETAILS

- Start date: Immediately

- Status: Full-time

- Type: Hybrid

- Location: London, United Kingdom

- Travel: Up to 25%

- Department: Sales – Customer Success

- Reports to: Senior Manager, Customer Success, UK & EU

- Direct reports: None

BENEFITS

- 25 days’ holiday plus bank holidays

- Salary-sacrifice pension with a 4% employer contribution

- Paid parental leave

- Private medical, dental and vision insurance through Vitality

- Life insurance at twice your base salary

- Charity donation matching of up to $1,000 per year

- Work-from-home equipment stipend

- $1,000 annual professional-development budget

- Access to the onsite Fora gym

- Lunch provided three times per week through Deliveroo

ABOUT US

At Hiya, we’re making calls safe, useful and human again.

Voice is the most human form of communication, yet it has become one of the least trusted. Spam, scams and AI manipulation have eroded what was once a simple way to connect.

Each month, our AI voice technology analyses more than 28 billion calls, protecting over 550 million users and 800 businesses worldwide. Partnering with a growing global network that includes AT&T, Samsung, British Telecom EE, Rogers, MasOrange, Bell Canada, MasMovil and Virgin Media O2, we’re not just stopping bad actors—we’re helping people feel confident about answering the phone again.

This is a pivotal moment for voice. As new threats and technologies accelerate, so does demand for trusted voice communication. Hiya is growing more than 40% year over year, expanding globally and defining what voice becomes next.

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.