SMB Customer Success Manager @Hiya

Overview

Hiya is seeking an SMB Customer Success Manager to join their North American Customer Success team. The role focuses on helping SMB and enterprise customers succeed by driving onboarding, adoption, retention, and expansion across a high-volume book of customers.

Key Responsibilities

• Manage a 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 through repeatable programs, such as training sessions and self-serve content.
• Monitor customer health and engagement to prioritize outreach and execute retention strategies.
• Build automated health scoring and renewal triggers for at-risk accounts.
• Help customers quantify the value from Hiya's offerings through insights and business outcomes.
• Support conversion of self-service customers to committed customers.
• Collaborate with Sales on expansion and renewal opportunities.
• Track and report on KPIs to analyze the effectiveness of the customer success programs.

Requirements

• 1–3 years of experience in Customer Success, Account Management, or Consulting in a SaaS environment.
• Exposure to managing a high-volume portfolio with a focus on retention outcomes.
• Strong data-analysis skills for diagnosing account health and spotting usage trends.
• Ability to build relationships and influence business outcomes.
• Strong communication and problem-solving skills.
• Experience with Salesforce and other Customer Success platforms.

Benefits

• Equity compensation aligned with performance and company growth.
• Employer-sponsored insurance (medical, dental, vision), with dependent coverage.
• 401(k) with 3% company match.
• Flexible vacation policy and paid company holidays.
• Paid parental leave and work-from-home equipment stipend.
• Annual budget for personal learning and growth, plus charitable donation matching.
• Team lunches three times a week.

Location

This position is based in the United States, specifically in Seattle, WA.

How to Apply

To apply for this role, please visit the company’s career page or submit your resume directly.