Customer Success Manager

The Hummingbirds, Inc. Customer Success Manager Remote · Full time Company website Apply for Customer Success Manager

Hummingbirds is a creator platform purpose-built for brands that need real content, from real people, in the cities where they’re in retailers. We activate everyday creators, our “hummingbirds” to generate authentic, localized user-generated content (UGC) that supports retailer visibility, drives social proof, and helps marketing teams leverage creators without adding to their plate.

Description

Our platform replaces high-cost influencer models with a scalable, turnkey solution for activating shoppers and collecting usable content across key markets.

What We’re Doing

Our mission is to connect people to brands that make their lives better. We aim to be the go-to platform that empowers community-driven commerce, fostering authentic relationships between brands and local creators to inspire action and create lasting value. Through this approach, we help brands and communities to thrive together.

How We’re Growing

We have connected tens of thousands of creators with brands, and fostered authentic connections between those brands and local consumers who are excited to share, and support the brands they love! Most importantly, we’ve helped democratize influence because we know people crave real recommendations from their friends. While influencers are amazing, we believe there’s also space for everyday people to share their favorite brands and secure collaborations, even without six-figure follower counts. At the heart of it all is our commitment to building stronger, more connected local communities, where everyone has a voice and a chance to make an impact.

Our Customer Success Team Composition

Our Customer Revenue org is made up of sharp, high-ownership teammates who are laser-focused on outcomes. Today, we have four CSMs managing the customer lifecycle across onboarding and campaign delivery through renewals and expansions. This team doesn’t just support accounts; they grow them and convert customers to advocates.

As our customer base continues to grow, we’re hiring an experienced CSM to round out the team and help us scale that impact. While Hummingbirds is headquartered in Des Moines, IA, our Customer Success team is fully distributed across Central and Eastern time zones. This role is open to candidates across the US

Your Impact

• 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.

Preferred Qualifications

• Experience in the Creator world.
• Past success working with clients to understand their needs to provide strategic solutions with a path to retention.
• 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

Bonus if you…

• Have experience with a 2+ years Seed or Series A stage SaaS company.
• Were previously in a high-volume SMB CSM role.
• Have worked in the everyday/nano creator space.
• Pro Tip: Proficiency using Project Management tools like Asana will help set you up for success

Interview Process

We go through the same interview steps for all candidates to ensure equity in our hiring process. Our process is designed to learn as much about each candidate as possible, as well as to give candidates access to our team and learn about what it's like to be a team member at Hummingbirds. Topics will range from technical skills to problem-solving approaches and collaboration.

Steps to Expect:

1. Introductory Zoom call with a member of our hiring team
2. Scenario workshops where you’ll be given a real-world Hummingbirds situation and asked how you’d approach it as a CSM
3. Panel interview with members of the Customer, Professional Services, and Leadership teams to explore cross-functional alignment
4. Mutual reference checks to ensure alignment on both sides

Pay and Benefits

• Compensation: $70,000 - $90,000 base, up to $105,000 OTE, plus equity opportunities.
• Health Coverage: Comprehensive health, dental, and vision insurance options.
• Retirement Benefits: 401k plan.
• Flexibility: 100% remote workplace with a work-from-anywhere policy.
• Time Off: Unlimited PTO.

I’m ready! What’s next?

If you’re ready to apply, please submit your application with your resume attached and a short description of what excites you about this role and why your past experience makes you the perfect fit!

Please note, due to the high volume of applicants, we are unable to accept or respond to submissions that do not follow these instructions. Priority will be given to candidates who come recommended through a mutual connection in our network.

Salary

$70,000 - $90,000 per year

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