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Hiya is a communications platform that helps businesses create trusted calling experiences through branded calling, caller identity verification, and voice security capabilities. This Customer Success Account Manager role is based in London and focuses on the SMB segment across the UK and Europe.
You will own a high-volume portfolio of 300+ SMB customers, managing renewals, expansion, and overall account health. Your responsibilities include:
- Managing a portfolio of 300+ SMB accounts across the UK and Europe with full accountability for renewals and expansion revenue
- Daily triage of your book to identify at-risk accounts requiring intervention versus healthy accounts that can run digitally
- Proactive outreach to at-risk accounts to prevent churn before it becomes a renewal conversation
- Identifying expansion signals (usage growth, new teams, new use cases) and converting them into upsell opportunities
- Forecasting portfolio performance and maintaining accurate CRM records
- Surfacing patterns and insights from your book of business to help Sales, Product, and Support teams improve SMB offerings
- Balancing short-term renewal pressure with longer-term account health in a high-volume environment
Success is measured by strong renewal rates, predictable churn, deep knowledge of your portfolio, account expansion through listening and timing, and patterns you surface actively shaping how Hiya's SMB function improves.
The role is hybrid based in London with up to 25% travel. You'll report to the Sr. Manager of Customer Success for UK & EU and have no direct reports. This is a full-time position with an immediate start date.
REQUIREMENTS:
- 2+ years in Customer Success, Account Management, or commercial SaaS role
- Demonstrated ownership of renewals, expansions, or quota
- Commercial instinct to spot growth opportunities, build a case, and close without heavy support
- Clear, direct communication with customers and internal stakeholders
- Comfortable working independently in environments where not every process is fully defined
PREFERRED:
- Experience managing SMB or Mid-Market customers
- Experience working across UK and European markets
- Experience balancing personalized customer engagement with scale
- Exposure to conversation intelligence, caller ID, or communications technology
