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hiya - Customer Success Manager, SMB

London, UK5d ago

In Office Mid EMEA Software Customer Success Manager Head of Customer Success Reporting Account Management Mid-Market Customer Engagement Customer Success

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Requirements

• Influence on how the SMB Customer Success function evolves over time. • 2-5 years of experience in Customer Success, Account Management, or Sales within a SaaS environment. • Demonstrated ownership of renewals, expansions, or quota. • Strong commercial acumen. • Ability to work independently. • Comfort operating in ambiguity. • Experience managing SMB or Mid-Market customers. • Experience working across UK and European markets. • Experience balancing personalised customer engagement with scale. • Exposure to conversation intelligence, caller ID, or communications technology. • Start Date: Immediately • Status: Full-time • Location: London, United Kingdom • Travel: Up to 25% • Department: Sales – Customer Success • Reports to: Sr. Manager: Customer Success, UK & EU • Direct Reports: No

Responsibilities

• Own a portfolio of SMB accounts across the UK and Europe with full accountability for renewal and expansion outcomes. • Drive Net Revenue Retention through growth opportunities within existing accounts. • Manage a high volume of customer relationships efficiently. • Make independent decisions on account strategy and engagement. • Operate effectively in a fast-moving and ambiguous environment. • Collaborate with Sales, Product, and Support to improve SMB customer outcomes. • Balance short-term renewal objectives with long-term account health. • WHAT SUCCESS LOOKS LIKE • Strong renewal and expansion performance. • Meaningful contribution to European revenue targets. • High levels of customer engagement and realised value. • Reduced churn risk.

Benefits

• 25 days holiday plus bank holidays • Salary sacrifice pension (4% employer contribution) • Paid parental leave • Private medical, dental, and vision (Vitality) • Charity donation matching (up to $1,000/year) • WFH equipment stipend • $1,000 annual professional development budget • Onsite gym (Fora) • Lunch 3x per week (Deliveroo)