Hiya is hiring for an SMB customer success manager job paying between $60,000 and $84,000 per year. Important upfront clarification: while some job aggregator sites list this role as “100% remote worldwide,” Hiya’s own job description explicitly states the position is based in Seattle, WA. Always trust the employer’s actual listing over aggregator summaries, and confirm work location expectations directly with Hiya before applying if you’re not local to Seattle.

Position Details

About Hiya

Hiya helps businesses create trusted calling experiences, addressing the common problem of customers not answering business calls because they don’t recognize the number. Their products cover branded business calling, trusted caller identity, call performance insights, and voice security. This role sits within their North American Customer Success team.

What Does This SMB Customer Success Manager Job Involve?

This role centers on managing a high volume of smaller accounts efficiently, rather than a handful of large enterprise relationships:

Portfolio Ownership

Managing a high-volume portfolio of SMB and self-service customers representing roughly $3M in annual recurring revenue, using a tiered engagement model that matches effort to account potential.

End-to-End Customer Relationship

Serving as the primary point of contact across onboarding, adoption, renewal, and expansion.

Scalable Enablement Programs

Driving adoption through repeatable programs, onboarding sequences, training sessions, office hours, webinars, and self-serve content, rather than one-off, manual outreach for every account.

Health Monitoring and Risk Management

Monitoring customer health and usage trends to catch risk early, and building automated health scoring and renewal triggers so at-risk or expansion-ready accounts surface proactively.

Value Realization

Helping customers quantify the actual value they’re getting from Hiya through usage insights and business outcomes.

Conversion and Expansion

Identifying self-service customers with strong usage patterns and supporting their conversion into committed, paying customers, and partnering with Sales on expansion and upgrade opportunities.

Cross-Functional Advocacy

Advocating for customers with Support, Product, and Marketing teams to improve the overall product and support experience.

What Are They Looking For?

• 1–3 years of Customer Success, Account Management, Consulting, or similar customer-facing experience in a SaaS environment
• Exposure to managing a high-volume or scaled portfolio, with a real track record of driving retention
• Strong customer judgment, balancing personalized attention with scalable program execution
• Comfort using data to prioritize outreach and diagnose account health
• Demonstrated relationship-building and influencing skills
• Strong communication and problem-solving abilities
• Experience with Salesforce and Customer Success platforms like Vitally, Gainsight, Catalyst, Totango, or ChurnZero

What Would Make You Stand Out

• Genuine hands-on interest in AI applied to customer success work, using AI tools to automate workflows, draft outreach, or analyze customer data
• Experience with automation tools like Zapier, Workato, or n8n, or comfort with SQL and spreadsheet modeling

How Hiya Describes Their Culture

Hiya is explicit that they’re not a passive work environment. They expect people to take ownership, form real opinions, and engage directly with hard problems, with a described culture of transparency, autonomy, and decisiveness once decisions are made. Worth knowing if you prefer more structured, low-ambiguity environments, this role expects comfort navigating uncertainty.

Compensation and Benefits

• $60,000–$84,000 base salary
• Equity compensation aligned with company growth
• Employer-sponsored medical, dental, and vision insurance (PPO and HDHP options), with 50% dependent coverage
• Health, flexible spending, and dependent care accounts
• Company-paid life and long-term disability insurance
• 401(k) with 3% company match
• Flexible vacation policy plus paid company holidays
• Paid parental leave
• A work-from-home equipment stipend
• $1,000/year for learning and professional development
• $1,000/year in charitable donation matching
• Team lunches three times per week (relevant if you’re expected in-office in Seattle)

Is This a Good Fit for You?

This role suits someone early-to-mid career in customer success who’s comfortable managing volume through systems and automation rather than deep, individualized attention to a small number of accounts. Given the explicit Seattle location stated in Hiya’s own posting, this is best suited to candidates who are local to Seattle or open to relocating; confirm this directly with Hiya rather than assuming remote flexibility based on aggregator listings.

What to Highlight on Your Application

• Specific examples of managing a high-volume customer portfolio
• Experience with Customer Success platforms (Gainsight, Vitally, Totango, etc.)
• Any hands-on experience using AI tools in your customer success workflow
• Concrete retention or expansion results you’ve driven, ideally with numbers

How to Apply

If this SMB customer success manager job fits your experience and you can confirm the Seattle location works for you, apply directly through Hiya’s official application portal. Apply here to submit your application before October 29, 2026.

Final Thoughts

This SMB customer success manager role at Hiya offers solid entry-to-mid-level pay and strong benefits, but double-check the location requirement directly with Hiya before applying, since third-party listings and the employer’s own description don’t fully agree on whether this role is remote or Seattle-based.

Good luck with your application!

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