SMB Customer Success Manager

Hiya•Seattle, WA

1d•$60,000 - $70,000•Onsite

About The Position

Hiya is looking for an SMB Customer Success Manager to join our North American Customer Success team. In this role, you'll be responsible for driving onboarding, adoption, retention, and expansion across a high-volume book of SMB and self-service customers. The ideal candidate has a foundation in Customer Success or Account Management within a scaling technology company, with the ability to use data, repeatable programs, and sharp customer judgment to create impact across many accounts. You will work closely with members of the Sales, Product, Support, and Marketing teams to help customers realize value from Hiya at scale. This role requires strong communication, operational discipline, curiosity, and a proactive "can-do" attitude. Your success will play a crucial role in expanding Hiya's customer base, identifying conversion opportunities from self-serve customers, and helping build the next generation of scaled customer success motions. We're excited about you because you're the kind of person who: 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.

Benefits

Base Salary: $60,000 - $70,000
Equity Compensation: ownership aligned with your impact and the company's growth
Medical, dental, and vision (PPO & HDHP); 50% dependent coverage
Health, flexible spending, and dependent care accounts
Life, AD&D, and accident coverage, with company-paid life and long-term disability
401(k) with 3% company match (via Fidelity)
Flexible vacation policy and paid company holidays
Paid parental leave
Work-from-home equipment stipend
$1,000 annually to invest in your learning and growth
$1,000/year in charitable donation matching
Team lunch 3x per week