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, you’ll own a high-volume portfolio of 300+ customers. You’ll 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 you're doing about the latter

• You're expanding accounts through good listening and smart timing

• The patterns you surface from your portfolio are actively shaping how Hiya's 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 $1,000/year)

• WFH equipment stipend

• $1,000 annual professional development budget

• Onsite gym (Fora)

• Lunch 3x per week (Deliveroo)

At Hiya, we're making calls safe, useful, and human again.

Voice is the most human form of communication, yet it's 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, MasOrange,Bell Canada, MasMovil, and Virgin Media O2, we're not just stopping bad actors, we're 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 won't just work on what voice is today, you'll shape what it becomes tomorrow: smarter, safer, and genuinely worth answering again.

We're 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.

We've been recognized by Built In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for our culture, innovation, leadership, compensation, and more. At Hiya, we're 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 that's passionate about their work. You'll love working here if you're looking for an innovative challenge that's disrupting an industry. Come join us!