Account Manager (SMB)
Posted Updated
Description
- 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
Benefits
- Stock Options
- 100% Covered Medical, Dental and Vision
- 401K Program
- Vacation Package
- Paid Parental Leave
- Commuter Benefits
- Employer Covered Long-term Disability and Life Insurance
- Employee Learning and Development Budget
- Charitable Matching
- Must have - Business-level German, French or Spanish - confident holding renewal, pricing, and expansion conversations in that languageDemonstrated ownership of renewals, expansions, or quota
- Comfortable working independently in an environment where not every process is fully defined
- 2+ years in Customer Success, Account Management, or a commercial SaaS role
- 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
- Exposure to conversation intelligence, caller ID, or communications technology
- Experience balancing personalised customer engagement with scale
- More than one of German, French or Spanish, or an additional European language
- Experience working across UK and European markets
- Experience managing SMB or Mid-Market customers