Description review
Customer Success Manager, SMB
Hiya · Remote - London, UK · back to the listing
HR standards
68/100
needs work
Title ↔ description
91/100
strong
Reads as
Customer Success Manager
100% confident
What this role officially is
client relations manager — ESCO, the EU occupation classification
Client relations managers act as the middle person between a company and its customers. They ensure that the customers are satisfied by providing them with guidance and explanation on their accounts and services received by the company. They also have possible other tasks such as developing plans or delivering proposals.
Also known as: customer service executive, client service manager, client relationship manager, customer service representative, consumer relations manager, client manager
How others title the same work
Large employers
- Customer Solutions Manager, EDU & SLG Western Region - CSM Amazon.com
- Technical Account Manager, Newspack Automattic
- Customer Success - Team Manager Canonical
- Enterprise Customer Success Manager (Japanese speaker) Canonical
- Graduate Customer Success Manager Canonical
Startups
- Manager / Director of Customer Success Craniometrix
- Founding GTM - Deployment Strategist Credal.ai
- Deployment Strategist (Munich Office) Dataleap
- Founding Customer Success Manager Clicks Health
- Founding Deployment Strategist Closure
What the listing never says
- 24 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
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 recognize 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.
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 recognize 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.