SMB Customer Success Manager

You're the kind of person who'd rather spend an hour building the shortcut than a month walking the long way. AI is changing this job faster than anyone can write the playbook for it, and you'd rather help write that playbook than wait around for one.

Own and manage a high-volume portfolio of SMB and self-service customers representing approximately $3M ARR, using a tiered engagement model that matches touch to account potential.

Serve as the primary point of contact across onboarding, adoption, value realization, renewal, and expansion, building trusted relationships with the stakeholders who matter most.

Drive enablement and adoption through repeatable programs — onboarding sequences, training sessions, office hours, webinars, and self-serve content.

Monitor customer health, usage trends, and engagement signals to prioritize outreach, surface risk early, and execute retention plays.

Build and maintain automated health scoring, risk alerts, and renewal triggers so at-risk and expansion-ready accounts surface early rather than at renewal.

Help customers quantify the value they're getting from Hiya through usage insights, adoption milestones, and business outcomes.

Identify self-service customers with strong usage or business fit and support their conversion into committed customers.

Partner with Sales to surface and support expansion, upgrade, and renewal opportunities across the book.

Partner with leadership to shape and execute Hiya's scaled customer success strategy.

Advocate for customers with Support, Product, and Marketing — improving the product experience, enablement materials, support processes, and scaled CS playbooks.

Track and report on KPIs for the scaled program, analyze what's working, and recommend improvements.

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, and a track record of driving retention outcomes.

Strong customer judgment — able to balance personalized engagement with scalable program execution.

Comfort using data to prioritize outreach, diagnose account health, spot usage trends, and uncover expansion signals.

Demonstrated 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.

Genuine interest in AI and how it can be applied to customer success work — you've experimented with AI tools to automate workflows, draft outreach, summarize accounts, or analyze customer data, and you have opinions about where it helps and where it doesn't.

Experience with automation and integration tools (Zapier, Workato, n8n, or similar), or comfort with SQL and spreadsheet modeling.

Hiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems. We work with a high degree of transparency and autonomy. Context is shared openly, and decisions are discussed, challenged, and then made. Once a call is made, we commit and move forward.

You’ll be expected to work through ambiguity, weigh tradeoffs, and take responsibility for results—while keeping a high bar for quality and customer trust.

Every team member at Hiya is expected to live our core values:

Serve, our customers and partners by holding a high bar for trust and quality

Own, share in success and open up to failures

Lead, listen, show up with a point of view but commit entirely once a decision has been made

Improve, even if it means changing course or contradicting ourselves

Do, rather than observe

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.