Customer Success Manager, SMB

CUSTOMER SUCCESS MANAGER, SMB ABOUT THE ROLE Hiya is growing its SMB customer base across the UK and Europe, and this role exists to ensure those customers are retained, expanded, and genuinely successful. As a Customer Success Manager, SMB, you will own a high-velocity book of business where the pace is fast, the portfolio is broad, and commercial impact is direct. This is an account ownership role where your judgement drives outcomes. You’ll work at the intersection of relationship management and revenue, making independent decisions about how to prioritise, engage, and grow your accounts every day. WHAT YOU’LL DO - Own a portfolio of SMB accounts across the UK and Europe with full accountability for renewal and expansion outcomes. - Drive Net Revenue Retention through growth opportunities within existing accounts. - Manage a high volume of customer relationships efficiently. - Make independent decisions on account strategy and engagement. - Operate effectively in a fast-moving and ambiguous environment. - Collaborate with Sales, Product, and Support to improve SMB customer outcomes. - Balance short-term renewal objectives with long-term account health. WHAT SUCCESS LOOKS LIKE - Strong renewal and expansion performance. - Meaningful contribution to European revenue targets. - High levels of customer engagement and realised value. - Reduced churn risk. - Improved SMB customer experience. - Influence on how the SMB Customer Success function evolves over time. REQUIRED EXPERIENCE - 2-5 years of experience in Customer Success, Account Management, or Sales within a SaaS environment. - Demonstrated ownership of renewals, expansions, or quota. - Strong commercial acumen. - Excellent communication skills. - Ability to work independently. - Comfort operating in ambiguity. PREFERRED EXPERIENCE - 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. Role Details - 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 BENEFITS - 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) ABOUT US 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. COME WORK WITH US! 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