SMB Customer Success Lead – Scale & Growth

Hiya Inc.; Seattle (WA); On-site; USD 60,000 - 84,000; Full time

Benefits offered by this job

Employer-sponsored Insurance

401(k) with 3% company match

Flexible vacation policy

Paid parental leave

Work-from-home equipment stipend

Learning & growth stipend

Charitable donation matching

Team lunches

Job summary

Hiya is hiring an SMB Customer Success Manager to lead onboarding, adoption, retention, and expansion for a high-volume SMB/self-serve book in North America. You’ll collaborate with Sales, Product, Support, and Marketing to demonstrate value and scale success across accounts.

You’ll use data-driven programs and a proactive mindset to drive renewals and growth, balancing personalized engagement with scalable processes in a fast-paced SaaS environment.

Qualifications

• 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.

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.

Skills

Customer Success

Account Management

Data analysis

Cross-functional collaboration

Communication skills

Problem solving

Stakeholder management

Tools

Salesforce

Vitally

Gainsight

Catalyst

Totango

ChurnZero

Job description

Hiya is hiring an SMB Customer Success Manager to lead onboarding, adoption, retention, and expansion for a high-volume SMB/self-serve book in North America. You’ll collaborate with Sales, Product, Support, and Marketing to demonstrate value and scale success across accounts.

You’ll use data-driven programs and a proactive mindset to drive renewals and growth, balancing personalized engagement with scalable processes in a fast-paced SaaS environment.