SMB Customer Success Manager @Hiya

Overview

Hiya is seeking an SMB Customer Success Manager to join its North American Customer Success team. The role focuses on assisting SMB and self-service customers to drive onboarding, adoption, retention, and expansion.

Key Responsibilities

• Own and manage a high-volume portfolio of SMB and self-service customers representing approximately $3M ARR.
• Serve as the primary point of contact for onboarding, adoption, value realization, renewal, and expansion.
• Drive enablement and adoption through repeatable programs including onboarding sequences, training sessions, and self-serve content.
• Monitor customer health, usage trends, and engagement signals to prioritize outreach and execute retention plays.
• Build automated health scoring, risk alerts, and renewal triggers for at-risk accounts.
• Help customers quantify the value they derive from Hiya's services.
• Collaborate with Sales to identify and support expansion, upgrade, and renewal opportunities.
• Advocate for customers with Support, Product, and Marketing to enhance the product experience.
• Track and report on KPIs for the scaled program, analyzing outcomes and recommending improvements.

Requirements

• 1–3 years of experience in Customer Success, Account Management, Consulting, or a related field in a SaaS environment.
• Experience with a high-volume portfolio and a proven track record of driving retention outcomes.
• Strong customer judgment and the ability to balance personalized engagement with scalable program execution.
• Proficiency in using data for prioritizing outreach and diagnosing account health.
• Strong communication, presentation, and problem-solving skills.
• Familiarity with Salesforce and Customer Success platforms such as Gainsight, Totango, or ChurnZero.

Benefits

• Equity compensation aligned with company growth.
• Employer-sponsored medical, dental, and vision insurance.
• 401(k) with 3% company match.
• Flexible vacation policy and paid holidays.
• Paid parental leave and work-from-home equipment stipend.
• $1,000 annually for learning and growth, plus $1,000/year in charitable donation matching.
• Team lunches three times per week.

Location

This position is based in Seattle, WA.

How to Apply

Please visit our careers page to apply for this position.