Mid-Market Customer Success Manager, North America

Mid-Market Customer Success Manager (CSM)

We are seeking a customer-focused Mid-Market Customer Success Manager (CSM) to manage a portfolio of customers across North America representing approximately $3M in Annual Recurring Revenue (ARR). As a trusted advisor, you will help customers achieve their business objectives, maximize value from our solutions, and build long-term partnerships.

This role is accountable for driving customer retention and achieving Net Revenue Retention (NRR) goals within the assigned portfolio. You will partner closely with Sales to identify and support expansion opportunities and collaborate with Customer Support to deliver an exceptional customer experience.

What You'll Do

• Own and manage a portfolio of Mid-Market customers representing approximately $3M ARR.
• Build trusted relationships with customer stakeholders and serve as the primary point of contact for customer success.
• Develop and execute success plans aligned to customer goals and business outcomes.
• Conduct regular business reviews to demonstrate value, drive adoption, and strengthen engagement.
• Monitor customer health, identify risks proactively, and execute retention strategies to minimize churn.
• Drive product adoption and help customers realize measurable value from our solutions.
• Partner with Sales to identify, develop, and support expansion opportunities within existing accounts.
• Collaborate with Customer Support, Product, and other cross-functional teams to resolve issues and improve the customer experience.
• Advocate for customer needs and provide actionable feedback to internal stakeholders.

What We're Looking For

• 35+ years of Customer Success, Account Management, Consulting, or related customer-facing experience in a SaaS environment.
• Experience managing a portfolio of Mid-Market customers and driving retention outcomes.
• Demonstrated ability to build relationships with stakeholders and influence business outcomes.
• Strong analytical, communication, presentation, and problem-solving skills.
• Experience identifying customer risks and growth opportunities through data and customer engagement.
• Experience using Salesforce and Customer Success platforms such as Vitally, Gainsight, Catalyst, Totango, ChurnZero, or similar tools.

How We Work

Hiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems. We work with a high degree of transparency and autonomy. Context is shared openly, and decisions are discussed, challenged, and then made. Once a call is made, we commit and move forward.

You'll be expected to work through ambiguity, weigh tradeoffs, and take responsibility for resultswhile keeping a high bar for quality and customer trust.

Every team member at Hiya is expected to live our core values:

• Serve, our customers and partners by holding a high bar for trust and quality
• Own, share in success and open up to failures
• Lead, listen, show up with a point of view but commit entirely once a decision has been made
• Improve, even if it means changing course or contradicting ourselves
• Do, rather than observe

Compensation & Ownership

• Base Salary: $80,000 - $115,000
• Equity Compensation: ownership aligned with your impact and the company's growth

Benefits & Support

• Employer-sponsored Insurance
• Medical, dental, and vision (PPO & HDHP); 50% dependent coverage
• Health, flexible spending, and dependent care accounts
• Life, AD&D, and accident coverage, with company-paid life and long-term disability
• 401(k) with 3% company match (via Fidelity)
• Flexible vacation policy and paid company holidays
• Paid parental leave
• Work-from-home equipment stipend
• $1,000 annually to invest in your learning and growth
• $1,000/year in charitable donation matching
• Team lunch 3x per week

This position is based in Seattle, WA, USA.