Customer Success Manager, SMB

Customer Success Manager, SMB About the Role

Hiya is growing its SMB customer base across the UK and Europe, and this role exists to ensure those customers are retained, expanded, and genuinely successful.

As a Customer Success Manager, SMB, you will own a high-velocity book of business where the pace is fast, the portfolio is broad, and commercial impact is direct.

This is an account ownership role where your judgement drives outcomes. You'll work at the intersection of relationship management and revenue, making independent decisions about how to prioritise, engage, and grow your accounts every day.

What You'll Do

• Own a portfolio of SMB accounts across the UK and Europe with full accountability for renewal and expansion outcomes.
• Drive Net Revenue Retention through growth opportunities within existing accounts.
• Manage a high volume of customer relationships efficiently.
• Make independent decisions on account strategy and engagement.
• Operate effectively in a fast-moving and ambiguous environment.
• Collaborate with Sales, Product, and Support to improve SMB customer outcomes.
• Balance short-term renewal objectives with long-term account health.

What Success Looks Like

• Strong renewal and expansion performance.
• Meaningful contribution to European revenue targets.
• High levels of customer engagement and realised value.
• Reduced churn risk.
• Improved SMB customer experience.
• Influence on how the SMB Customer Success function evolves over time.

Required Experience

• 2-5 years of experience in Customer Success, Account Management, or Sales within a SaaS environment.
• Demonstrated ownership of renewals, expansions, or quota.
• Strong commercial acumen.
• Excellent communication skills.
• Ability to work independently.
• Comfort operating in ambiguity.

Preferred Experience

• 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.

Role Details

• Start Date: Immediately
• 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
• Direct Reports: No

Benefits

• 25 days holiday plus bank holidays
• Salary sacrifice pension (4% employer contribution)
• Paid parental leave
• Private medical, dental, and vision (Vitality)
• Life insurance (2x salary)
• Charity donation matching (up to $1,000/year)
• WFH equipment stipend
• $1,000 annual professional development budget
• Onsite gym (Fora)
• Lunch 3x per week (Deliveroo)