Customer Success Manager, SMB

Hiya is growing its SMB customer base across the UK and Europe and this role exists to ensure those customers stay grow and succeed.

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

As a Customer Success Manager SMB youll own a high-volume portfolio of 300 customers. Youll make commercial decisions every day about how to prioritise your time engage customers and create growth across your book of business. The pace is fast and the portfolio is broad.

This role is perfect for someone who enjoys autonomy thrives in a high-velocity environment and wants genuine ownership of customer outcomes with a clear path into more strategic account management as Hiya continues to scale across Europe.

• Own a portfolio of 300 SMB accounts across the UK and Europe with full accountability for renewals and expansion

• Triage your book daily - identify which accounts need intervention and which are healthy enough to run digitally

• Run proactive outreach to at-risk accounts before they become churn conversations

• Identify natural expansion signals - usage growth new teams new use cases and convert them into upsell opportunities

• Forecast portfolio performance and maintain accurate CRM records

• Surface patterns from your book of business that help Sales Product and Support improve how Hiya serves SMB customers

• Balance short-term renewal pressure with longer-term account health making clear tradeoffs under volume

• Your renewal rate is consistently strong and churn is predictable

• You know your book - which accounts are healthy which are at risk and what youre doing about the latter

• Youre expanding accounts through good listening and smart timing

• The patterns you surface from your portfolio are actively shaping how Hiyas SMB function improves

• 2 years in Customer Success Account Management or a commercial SaaS role

• Demonstrated ownership of renewals expansions or quota.

• Commercial instinct - able to spot a growth opportunity build a case for it and close it without heavy support

• Clear direct communication with customers and internal stakeholders

• Comfortable working independently in an environment where not every process is fully defined

• Experience managing SMB or Mid-Market customers.

• Experience working across UK and European markets.

• Experience balancing personalised customer engagement with scale.

• Exposure to conversation intelligence caller ID or communications technology

• Start Date: Immediately

• Status: Full-time

• Type: Hybrid

• Location: London United Kingdom

• Travel: Up to 25%

• Department: Sales Customer Success

• Reports to: Sr. Manager: Customer Success UK & EU

• Direct Reports: No

• 25 days holiday plus bank holidays

• Salary sacrifice pension (4% employer contribution)

• Paid parental leave

• Private medical dental and vision (Vitality)

• Life insurance (2x salary)

• Charity donation matching (up to $1000/year)

• WFH equipment stipend

• $1000 annual professional development budget

• Onsite gym (Fora)

• Lunch 3x per week (Deliveroo)

At Hiya were making calls safe useful and human again.

Voice is the most human form of communication yet its 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 analyzes 28 billion calls protecting over 550 million users and 800 businesses worldwide. Partnering with a growing global network including AT&T Samsung British Telecom EE Rogers MasOrangeBell Canada MasMovil and Virgin Media O2 were not just stopping bad actors were helping people feel good and confident about picking up 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 40% year over year expanding globally and defining what voice becomes next.

Join us. You wont just work on what voice is today youll shape what it becomes tomorrow: smarter safer and genuinely worth answering again.

Were 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.

Weve been recognized by Built In GeekWire Comparably G2 Forbes and Deloitte Technology Fast 500 for our culture innovation leadership compensation and more. At Hiya were 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 thats passionate about their work. Youll love working here if youre looking for an innovative challenge thats disrupting an industry. Come join us!

Required Experience:

Manager