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Hiya is a B2B SaaS company focused on making business calls more trusted, useful, and effective. The company provides branded calling, caller identity verification, call performance insights, and voice security capabilities to enterprises and SMBs.
You will own a high-volume portfolio of 300+ SMB customers across the UK and Europe, with full accountability for renewals and expansion within Hiya Connect, the company's branded calling product. This is a fast-paced role requiring daily commercial decisions about prioritization, customer engagement, and growth across your book of business.
Key responsibilities include:
- Managing 300+ SMB accounts with full ownership of renewals and expansion opportunities
- Conducting customer interactions in German, French, or Spanish in addition to English, particularly for renewal, pricing, and expansion conversations
- Daily triage of your portfolio to identify at-risk accounts requiring intervention versus healthy accounts that can run digitally
- Proactive outreach to at-risk accounts before churn occurs
- Identifying expansion signals (usage growth, new teams, new use cases) and converting them into upsells
- Forecasting portfolio performance and maintaining accurate CRM records
- Surfacing patterns and insights from your book of business to inform improvements across Sales, Product, and Support
- Balancing short-term renewal pressure with longer-term account health
The role emphasizes autonomy, ownership, and working through ambiguity. You'll be expected to form opinions, engage directly with problems, and take responsibility for results while maintaining high standards for quality and customer trust.
REQUIREMENTS:
- 2+ years in Customer Success, Account Management, or commercial SaaS role
- Demonstrated ownership of renewals, expansions, or quota
- Commercial instinct to identify growth opportunities, build business cases, and close deals with minimal support
- Clear, direct communication with customers and internal stakeholders
- Ability to work independently in environments where processes are not fully defined
- Business-level proficiency in German, French, or Spanish in addition to English—confident holding renewal, pricing, and expansion conversations in that language
PREFERRED QUALIFICATIONS:
- Experience managing SMB or Mid-Market customers
- Experience working across UK and European markets
- Fluency in more than one of German, French, or Spanish, or an additional European language
- Experience balancing personalized customer engagement with scale
- Exposure to conversation intelligence, caller ID, or communications technology
