Customer Success Account Manager, SMB @Hiya

Overview

The role of Customer Success Account Manager, SMB at Hiya focuses on ensuring the success and growth of SMB customers across the UK and Europe. Hiya helps businesses create trusted calling experiences that benefit both sides of the conversation.

Key Responsibilities

• Own a portfolio of 300+ SMB accounts across the UK and Europe, responsible for renewals and expansion.
• Triage accounts daily to determine intervention needs.
• Conduct proactive outreach to at-risk accounts to prevent churn.
• Identify expansion signals and convert them into upsell opportunities.
• Forecast portfolio performance and maintain accurate CRM records.
• Communicate patterns from the portfolio to improve Hiya's service to SMB customers.
• Balance short-term renewal pressure with long-term account health.

Requirements

• 2+ years in Customer Success, Account Management, or a commercial SaaS role.
• Ownership of renewals, expansions, or quota management.
• Ability to identify and close growth opportunities independently.
• Clear communication with customers and internal stakeholders.
• Experience in less defined processes and environments.

Benefits

• 25 days holiday plus bank holidays.
• Salary sacrifice pension with 4% employer contribution.
• Paid parental leave.
• Private medical, dental, and vision insurance.
• Life insurance (2x salary).
• Charity donation matching (up to $1,000/year).
• Work-from-home equipment stipend.
• $1,000 annual professional development budget.
• Onsite gym and lunch three times per week.

Location

Hybrid - London, United Kingdom.

How to Apply

Interested candidates should follow the application procedure as stated on Hiya's career page.

Deadline

Immediate start.