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 a
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