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Hiya is a B2B SaaS company that helps businesses create trusted calling experiences through branded business calling, caller identity, call performance insights, and voice security capabilities.
You will join the North American Customer Success team as an SMB Customer Success Manager, responsible for driving onboarding, adoption, retention, and expansion across a high-volume portfolio of SMB and self-service customers representing approximately $3M ARR. You'll use a tiered engagement model that matches touch to account potential, serving as the primary point of contact across the customer lifecycle.
Key responsibilities include:
- Manage and own a high-volume SMB customer portfolio using data-driven tiered engagement
- Serve as primary contact for onboarding, adoption, value realization, renewal, and expansion
- Drive adoption through repeatable programs: onboarding sequences, training, office hours, webinars, and self-serve content
- Monitor customer health, usage trends, and engagement signals to prioritize outreach and surface risk early
- Build automated health scoring, risk alerts, and renewal triggers to surface at-risk and expansion-ready accounts
- Help customers quantify value through usage insights, adoption milestones, and business outcomes
- Identify self-service customers with strong fit and support conversion to committed customers
- Partner with Sales on expansion, upgrade, and renewal opportunities
- Advocate for customers with Support, Product, and Marketing to improve product experience and CS playbooks
- Track and report on KPIs for the scaled program and recommend improvements
Hiya values ownership, transparency, and autonomy. You'll be expected to take ownership, form opinions, and engage directly with hard problems. The company has been recognized by Built In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for culture, innovation, and leadership.
Benefits include equity compensation, employer-sponsored medical/dental/vision insurance, 401(k) with 3% match, flexible vacation, paid parental leave, work-from-home equipment stipend, $1,000 annual learning budget, and $1,000/year charitable donation matching.
REQUIREMENTS:
- 1–3 years of Customer Success, Account Management, Consulting, or related customer-facing experience in a SaaS environment
- Exposure to a high-volume or scaled portfolio with a track record of driving retention outcomes
- Strong customer judgment: ability to balance personalized engagement with scalable program execution
- Comfort using data to prioritize outreach, diagnose account health, spot usage trends, and uncover expansion signals
- Demonstrated ability to build relationships with stakeholders and influence business outcomes
- Strong communication, presentation, and problem-solving skills
- Experience using Salesforce and Customer Success platforms (Vitally, Gainsight, Catalyst, Totango, ChurnZero, or similar)
STAND-OUT QUALIFICATIONS:
- Genuine interest in AI and how it applies to customer success work; experience experimenting with AI tools to automate workflows, draft outreach, summarize accounts, or analyze customer data
- Experience with automation and integration tools (Zapier, Workato, n8n) or comfort with SQL and spreadsheet modeling
