Account Manager - SMB

<h2><strong>About Hiya</strong></h2><p style="min-height:1.5em">At Hiya, we’re making business calls more trusted, useful, and effective.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">This role sits in a core business area for Hiya and is focused on helping SMB and enterprise customers succeed.</p><h2><strong>About the Role</strong></h2><p style="min-height:1.5em">Hiya is growing its SMB customer base across the UK and Europe, and this role exists to ensure those customers stay, grow, and succeed.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">As an 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.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">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.</p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><h2><strong>What You’ll Do</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Own a portfolio of 300+ SMB accounts across the UK and Europe, with full accountability for renewals and expansion</p></li><li><p style="min-height:1.5em">Manage your European accounts in German, French or Spanish as well as English</p></li><li><p style="min-height:1.5em">Triage your book daily - identify which accounts need intervention and which are healthy enough to run digitally</p></li><li><p style="min-height:1.5em">Run proactive outreach to at-risk accounts before they become churn conversations</p></li><li><p style="min-height:1.5em">Identify natural expansion signals - usage growth, new teams, new use cases and convert them into upsell opportunities</p></li><li><p style="min-height:1.5em">Forecast portfolio performance and maintain accurate CRM records</p></li><li><p style="min-height:1.5em">Surface pattern