Account Manager

Who you are

• 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

What the job involves

• 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 Account 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
• What Success Looks Like;
• 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

Benefits

• Stock Options
• 100% Covered Medical, Dental and Vision
• 401K Program
• Vacation Package
• Paid Parental Leave
• Commuter Benefits
• Employer Covered Long-term Disability and Life Insurance
• Employee Learning and Development Budget
• Charitable Matching