Customer Success Manager, SMB

Job description

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 Most people don’t answer calls from numbers they don’t recognise, and that costs legitimate businesses customers. Hiya Connect Branded Call fixes this by showing a verified brand name, logo and call reason on outbound calls, so the right calls get answered. As our Account Manager, SMB, you’ll own the relationships with a fast-growing base of small and mid-sized businesses across the UK and Europe. You’ll keep them renewing, help them grow and work with Sales, Product and Support to shape how Hiya serves this market. We’re excited about you because you’re the kind of person who treats a book of 300 accounts as 300 chances to make a difference. You decide where your time matters most, act before problems become churn, and enjoy building the playbook rather than just following one. What You’ll Do Own a portfolio of 300+ SMB accounts, with full accountability for renewals and expansion Hold renewal, pricing and growth conversations in German, French or Spanish as well as English Triage your book daily: decide which accounts need you and which can run digitally Reach at-risk customers early, before the conversation turns to churn Spot expansion signals (usage growth, new teams, new use cases) and turn them into upsells Forecast your portfolio and keep CRM records accurate Share patterns from your book that help Sales, Product and Support improve the SMB experience What We Are Looking For 2+ years in Customer Success, Account Management, or a commercial Saa…