SMB Customer Success Manager

The role

You will manage a high-volume portfolio of SMB and self-service customers representing approximately $3M ARR. You will drive onboarding, adoption, retention, and expansion through repeatable programs and data-driven engagement.

What you will do

• Own and manage a high-volume portfolio of SMB and self-service customers.
• Serve as the primary point of contact for onboarding, adoption, value realization, renewal, and expansion.
• Drive enablement and adoption through repeatable programs like training sessions and webinars.
• Monitor customer health, usage trends, and engagement signals.
• Build and maintain automated health scoring, risk alerts, and renewal triggers.
• Help customers quantify value through usage insights and business outcomes.
• Identify self-service customers for conversion into committed customers.
• Partner with Sales to support expansion, upgrade, and renewal opportunities.
• Partner with leadership to shape and execute scaled customer success strategy.
• Advocate for customers with Support, Product, and Marketing teams.

Required qualifications

• 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.
• Track record of driving retention outcomes.
• Ability to use data to prioritize outreach, diagnose account health, spot usage trends, and uncover expansion signals.
• Ability to build relationships with stakeholders and influence business outcomes.
• Strong communication, presentation, and problem-solving skills.
• Experience using Salesforce and Customer Success platforms such as Vitally, Gainsight, Catalyst, Totango, ChurnZero, or similar tools.

Nice to have

• Genuine interest in AI and how it can be applied to customer success work.
• Experience with automation and integration tools (Zapier, Workato, n8n, or similar).
• Comfort with SQL and spreadsheet modeling.

Benefits

• Equity Compensation
• Employer-sponsored Insurance
• Medical, dental, and vision (PPO & HDHP); 50% dependent coverage
• Health, flexible spending, and dependent care accounts
• Life, AD&D, and accident coverage, with company-paid life and long-term disability
• 401(k) with 3% company match (via Fidelity)
• Flexible vacation policy and paid company holidays
• Paid parental leave
• Work-from-home equipment stipend
• $1,000 annually to invest in your learning and growth
• $1,000/year in charitable donation matching
• Team lunch 3x per week

About the company

Hiya helps businesses create trusted calling experiences through products supporting branded business calling, trusted caller identity, call performance insights, customer engagement, and voice security capabilities.