[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Hummingbirds is a creator platform that connects people to brands through authentic, localized user-generated content. They are seeking an experienced Customer Success Manager to support and grow their customer base, ensuring successful onboarding and ongoing client relationships.

Responsibilities

• Master the local creator economy and speak about our marketplace and campaigns with confidence to set new customers up for success during onboarding and throughout the customer lifecycle
• Work closely with brands to align their goals and objectives with our campaigns and community. Proactively guide, drive, and measure success outcomes during monthly and quarterly outcome reviews
• Serve as the main point of contact for assigned customers, addressing day-to-day needs and ensuring smooth communication
• Serve as a strategic advisor for clients in the field of user-generated content marketing
• Monitor and ensure credit usage is pacing to plan
• Proactively identify and mitigate client retention risks aiming to achieve your GRR target
• Proactively identify and drive expansion opportunities aiming to achieve your NRR target while reporting deal pipeline regularly and proactively to internal stakeholders
• Identify and pursue client advocacy opportunities including referrals, references, testimonials, and case studies
• Develop professionally by staying informed through reading, podcasts, and learning from your team
• Continuously seek opportunities to enhance processes and elevate the customer experience. As an early member of this team, your role is to help scale our processes in addition to following pre-existing processes

Skills

• 2+ years Seed or Series A stage SaaS experience
• Preferably a high-volume SMB CSM role, with some closing experience
• Past track record of running a consultative, customer-first approach and owning Expansion and Renewals
• History of personal and professional excellence
• You thrive while working in a fast-paced environment where change is common
• Clear, confident communicator who can navigate cross-functional conversations with Product, Sales, and senior leadership
• Strong judgment on when to escalate, when to delegate, and when to roll up your sleeves
• Experience in the Creator world is a HUGE plus
• Proficiency using Project Management tools like Asana will help set you up for success

Benefits

• Equity opportunities
• Comprehensive health, dental, and vision insurance options
• 401k plan
• 100% remote workplace with a work-from-anywhere policy
• Unlimited PTO

Company Overview