Customer Success Manager, SMB

The role

You will own a portfolio of 300+ SMB accounts with accountability for renewals and expansion. You will hold renewal, pricing, and growth conversations in English and German, French, or Spanish.

What you will 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
• Reach at-risk customers early before the conversation turns to churn
• Spot expansion signals and turn them into upsells
• Forecast your portfolio and keep CRM records accurate
• Share patterns from your book to help Sales, Product and Support improve the SMB experience

Required qualifications

• 2+ years in Customer Success, Account Management, or a commercial SaaS role
• Business-level German, French or Spanish
• Demonstrated ownership of renewals, expansions, or quota
• Commercial instinct to spot, build a case for, and close growth opportunities
• Clear, direct communication with customers and internal stakeholders
• Comfortable working independently in an environment where not every process is fully defined

Nice to 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

About the company

Hiya helps businesses create trusted calling experiences through products like branded business calling, trusted caller identity, and voice security. The company focuses on helping enterprises reach customers with confidence.