Customer Success Manager
Commify · Communications & collaboration
Hybrid: Chattanooga, TN; must live near Chattanooga, TN (hybrid role)
CSMEntry-level friendly$55k–$60k baseGrowth stage
Still open · posted 2 months ago
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Customer successEntry-level friendly$60k–$84k base
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At a glance
What you'd actually do: Manage a high-volume book of about $3M ARR in SMB and self-serve customers, driving onboarding, adoption, renewals and expansion.
Pay
$60k–$84k base
$60k-$84k salary plus equity
Where you work
Hybrid: Seattle
Selling to
enterprises and telecom carriers
How you'd sell
Mostly outbound (cold calls, emails)
Experience asked
1+ years
Tools you'll use
Salesforce, Vitally, Gainsight, Zapier
Your game plan for this job
0 of 5 doneMost people just hit Apply. Do these first and you show up with someone on the inside.
- 1Pick 2–3 people at HiyaWe found 4 current reps: 1 SDRs. SDRs reply the most; they were in your shoes recently. See them ↓
- 2Send a short, curious noteAsk about their experience, not for a referral. We write it for you, with the role and what Hiya sells.
- 3Have a 15-minute chatGood questions for this role:
- What does a normal day look like for you?
- How did you land the job? What stood out in your interviews?
- The role is mostly outbound. How much is calling vs. email vs. LinkedIn?
- The posting mentions Salesforce, Vitally, Gainsight, Zapier. How much of your day is in those tools?
- 4Apply, ideally with a referralIf the chat went well, ask if they'd refer you or point you to the hiring manager. Then apply and let them know so they can flag it.
- 5Prep for the role playSDR interviews almost always end in a mock cold call. Practice with the Hiya cheat sheet and the role-play guide.
Talk to someone at Hiya before you apply
A friendly message to a current rep is the best way to stand out. Ask about their experience, not for a referral.
Full job description
About Hiya
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.
About the Role
Hiya is looking for an SMB Customer Success Manager to join our North American Customer Success team. In this role, you'll be responsible for driving onboarding, adoption, retention, and expansion across a high-volume book of SMB and self-service customers. The ideal candidate has a foundation in Customer Success or Account Management within a scaling technology company, with the ability to use data, repeatable programs, and sharp customer judgment to create impact across many accounts.
You will work closely with members of the Sales, Product, Support, and Marketing teams to help customers realize value from Hiya at scale. This role requires strong communication, operational discipline, curiosity, and a proactive "can-do" attitude. Your success will play a crucial role in expanding Hiya's customer base, identifying conversion opportunities from self-serve customers, and helping build the next generation of scaled customer success motions.
We're excited about you because you're the kind of person who:
You're the kind of person who'd rather spend an hour building the shortcut than a month walking the long way. AI is changing this job faster than anyone can write the playbook for it, and you'd rather help write that playbook than wait around for one.
What You’ll Do
Own and manage a high-volume portfolio of SMB and self-service customers representing approximately $3M ARR, using a tiered engagement model that matches touch to account potential.
Serve as the primary point of contact across onboarding, adoption, value realization, renewal, and expansion, building trusted relationships with the stakeholders who matter most.
Drive enablement and adoption through repeatable programs — onboarding sequences, training sessions, office hours, webinars, and self-serve content.
Monitor customer health, usage trends, and engagement signals to prioritize outreach, surface risk early, and execute retention plays.
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