The posting, in Hiya's own words
archived Sep 11, 2026About 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
Hiya is growing its SMB customer base across the UK and Europe, and this role exists to ensure those customers stay, grow, and succeed. This role sits within Hiya Connect - our branded calling product. Hiya Connect Branded Call enables businesses to display their verified brand name, logo, and call reason on outbound calls, helping customers recognize trusted calls, increase answer rates, and improve engagement. As a Bilingual Customer Success Account Manager, SMB, you’ll own a high-volume portfolio of 300+ customers. You’ll make commercial decisions every day about how to prioritise your time, engage customers, and create growth across your book of business. The pace is fast and the portfolio is broad. Our European base is growing quickly, and this role is for someone who can work with customers in German, French or Spanish as well as English. Holding a renewal or pricing conversation in a customer’s own language builds trust faster, and at this end of the market that speed matters. This role is perfect for someone who enjoys autonomy, thrives in a high-velocity environment and wants genuine ownership of customer outcomes, with a clear path into more strategic account management as Hiya continues to scale across Europe.
Read the full posting ↓
What You’ll Do
Own a portfolio of 300+ SMB accounts across the UK and Europe, with full accountability for renewals and expansion Manage your European accounts in German, French or Spanish as well as English Triage your book daily - identify which accounts need intervention and which are healthy enough to run digitally Run proactive outreach to at-risk accounts before they become churn conversations Identify natural expansion signals - usage growth, new teams, new use cases and convert them into upsell opportunities Forecast portfolio performance and maintain accurate CRM records Surface patterns from your book of business that help Sales, Product, and Support improve how Hiya serves SMB customers Balance short-term renewal pressure with longer-term account health, making clear tradeoffs under volume
What We Are Looking For
2+ years in Customer Success, Account Management, or a commercial SaaS role 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 Business-level German, French or Spanish, in addition to English - confident holding renewal, pricing, and expansion conversations in that language
You’ll Likely Stand Out If You Have
Experience managing SMB or Mid-Market customers Experience working across UK and European markets More than one of German, French or Spanish, or an additional European language Experience balancing personalised customer engagement with scale Exposure to conversation intelligence, caller ID, or communications technology
How We Work
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