At a Glance
- Tasks: Manage relationships with 300+ SMB accounts and drive renewals and growth.
- Company: Hiya, a leader in trusted business calling solutions.
- Benefits: Hybrid work, diverse culture, and opportunities for personal and professional growth.
- Other info: Join a dynamic team recognised for innovation and culture.
- Why this job: Make a real impact by helping businesses succeed through trusted communication.
- Qualifications: 2+ years in Customer Success and fluent in German, French or Spanish.
The predicted salary is between 40500 - 49500 £ per year.
About Hiya
At Hiya, we’re making business calls more trusted, useful, and effective. Voice remains one of the most important ways businesses communicate with their customers, but the value of a call depends on trust. When customers do not recognise who is calling or why, important conversations are missed, customer relationships suffer, and business outcomes are harder to achieve. Hiya helps businesses create trusted calling experiences that benefit both sides of the conversation: enterprises can reach customers with confidence, and customers can answer with confidence. Our products support branded business calling, trusted caller identity, call performance insights, customer engagement, and voice security capabilities that help businesses strengthen relationships and improve outcomes. This role sits in a core business area for Hiya and is focused on helping SMB and enterprise customers succeed.
About the Role
Most people don’t answer calls from numbers they don’t recognise, and that costs legitimate businesses customers. Hiya Connect Branded Call fixes this by showing a verified brand name, logo and call reason on outbound calls, so the right calls get answered. As our Account Manager, SMB, you’ll own the relationships with a fast-growing base of small and mid-sized businesses across the UK and Europe. You’ll keep them renewing, help them grow and work with Sales, Product and Support to shape how Hiya serves this market. We’re excited about you because you’re the kind of person who treats a book of 300 accounts as 300 chances to make a difference. You decide where your time matters most, act before problems become churn, and enjoy building the playbook rather than just following one.
What You’ll Do
- Own a portfolio of 300+ SMB accounts, with full accountability for renewals and expansion
- Hold renewal, pricing and growth conversations in German, French or Spanish as well as English
- Triage your book daily: decide which accounts need you and which can run digitally
- Reach at-risk customers early, before the conversation turns to churn
- Spot expansion signals (usage growth, new teams, new use cases) and turn them into upsells
- Forecast your portfolio and keep CRM records accurate
- Share patterns from your book that help Sales, Product and Support improve the SMB experience
What We Are Looking For
- 2+ years in Customer Success, Account Management, or a commercial SaaS role
- Must have - Business-level German, French or Spanish - confident holding renewal, pricing, and expansion conversations in that language
- 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
You’ll Likely Stand Out If You Have
- Experience managing SMB or mid-market customers
- Experience across UK and European markets
- More than one of German, French or Spanish, or another European language
- A knack for keeping engagement personal at scale
- Exposure to conversation intelligence, caller ID or communications technology
Role details
- 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
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 In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for our culture, innovation, leadership, compensation, and more. At Hiya, we're a people-centric company focused on helping each employee grow both personally and professionally. We create a culture of support and empowerment that challenges the status quo, resulting in an energized team that's passionate about their work. You'll love working here if you're looking for an innovative challenge that's disrupting an industry. Come join us!
Hiya is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.
Customer Success Manager, SMB employer: Hiya Inc.
Hiya is an exceptional employer that prioritises employee growth and well-being, offering a dynamic work culture where autonomy and innovation thrive. With a strong focus on diversity and inclusion, employees benefit from generous perks such as a competitive salary, professional development budgets, and a supportive environment that fosters personal and professional advancement. Located in London, Hiya provides a unique opportunity to engage with a broad portfolio of SMB customers across Europe, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, SMB
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hiya Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hiya Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager, SMB
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hiya Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Hiya Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hiya Inc.!
How to prepare for a job interview at Hiya Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
