Account Manager, SMB

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.

• Hiya is growing its SMB customer base across the UK and Europe, and this role exists to retain and grow that business.

• As an Account Manager, SMB, you’ll own a portfolio of more than 300 customers, with commercial accountability for renewals, retention and expansion.

• This is a fast-moving, run-rate Account Management role where you’ll decide which accounts need attention, where revenue is at risk and where there is an opportunity to grow.

• This role is ideal for someone who enjoys autonomy, works well at pace and wants genuine ownership of commercial outcomes.

• Own a portfolio of 300+ SMB accounts across the UK and Europe.

• Deliver renewal, expansion and net-revenue-retention targets.

• Prioritise your portfolio according to revenue, renewal timing, risk and growth potential.

• Engage at-risk accounts proactively and lead renewal, pricing and negotiation conversations.

• Identify expansion signals and convert them into upsell and cross-sell revenue.

• Forecast portfolio performance and maintain accurate CRM records.

• Work with Sales, Product, Support and Finance to resolve issues and improve portfolio performance.

• 1–2 years of experience in Account Management, renewals, inside sales or another commercially focused customer role.

• Evidence of owning measurable outcomes such as revenue, retention, renewals, expansion or quota.

• Strong organisation and the ability to manage a high volume of customers and competing priorities.

• Clear, confident communication and the ability to navigate commercial conversations.

• A proactive approach and confidence working independently.

• Experience managing SMB customers or a high-volume portfolio.

• Experience working in SaaS, technology or a subscription business.

• Familiarity with CRM systems and commercial forecasting.

• Start date: Immediately

• Status: Full-time

• Type: Hybrid

• Location: London, United Kingdom

• Travel: Up to 25%

• Department: Sales – Customer Success

• Reports to: Senior Manager, Customer Success, UK & EU

• Direct reports: None

• 25 days’ holiday plus bank holidays

• Salary-sacrifice pension with a 4% employer contribution

• Paid parental leave

• Private medical, dental and vision insurance through Vitality

• Life insurance at twice your base salary

• Charity donation matching of up to $1,000 per year

• Work-from-home equipment stipend

• $1,000 annual professional-development budget

• Access to the onsite Fora gym

• Lunch provided three times per week through Deliveroo

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.