Associate Customer Success Manager

Who we are 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. Our platform replaces high-cost influencer models with a scalable, turnkey solution for activating shoppers and collecting usable content across key markets. Check out some customer content examples here: Olipop, Simple Mills, Pop & Bottle, Athena Club, Gorgie. 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 Kicking off 2026, we’ve generated millions of dollars in revenue, 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. Key Responsibilities Customer Success & Brand Partnership Serve as a primary day-to-day point of contact for assigned brands throughout campaign execution Build trusted relationships with customers by providing timely communication, proactive guidance, and exceptional service Answer campaign‑related questions, troubleshoot issues, and provide recommendations to help brands achieve successful outcomes Play an active role in customer onboarding calls, helping customers successfully launch their first campaigns and establish best practices Partner with Customer Success Managers to ensure customers achieve their campaign goals while delivering a seamless customer experience Prepare customer-facing materials, documentation, and follow-up communications related to onboarding and ongoing campaign planning Help support customer retention by ensuring campaigns are executed successfully and customer expectations are consistently exceeded Campaign Execution & Operations Review campaign submissions and ensure all required information is collected Collaborate with brands & internal teams to build and maintain campaign briefs and supporting documentation Coordinate campaign setup, launches, and edits with brands and internal teams Ensure campaigns are set up for success and meet brand needs while aligning to Hummingbirds’ deliverables Track campaign completion, content submissions, and credit usage Ensure campaigns meet internal quality standards and operational requirements Support campaign troubleshooting and resolution efforts throughout the campaign lifecycle Creator & Campaign Coordination Partner with Social Media Content Specialists to ensure creators receive the information and support needed to complete campaigns successfully Help coordinate solutions for campaign blockers affecting brands or creators Support quality assurance reviews of campaign deliverables and campaign requirements Balance the needs of both brands and creators while maintaining a positive experience for each Cross-Functional Collaboration Communicate campaign updates, customer feedback, risks, and opportunities with internal stakeholders Partner across Customer Success, Professional Services, Product, and Operations to improve the customer experience Identify opportunities to improve processes, documentation, and operational efficiency Contribute to SOPs, training materials, and team best practices What Success Looks Like Campaigns launch accurately and on time Customer onboarding experiences are smooth and organized Campaign risks are identified and addressed proactively Customer Success Managers are able to focus on strategic account management because operational details are handled effectively Social Media Content Specialists have the information and support needed to drive creator success Campaign goals are achieved and customer expectations are met Internal stakeholders trust your attention to detail, communication, and follow-through Qualifications Bachelor’s degree or equivalent experience 18–24 months in a customer success, account management, project coordination, operations, or marketing related role Preferably at a Seed or Series A stage SaaS company Experience in the Creator world or CPG Industry is a HUGE benefit Experience using Asana or a similar project management tool Experience using Hubspot or a similar CRM 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 elevate, when to delegate, and when to roll up your sleeves Interview Process Introductory Zoom call with a member of our hiring team Scenario workshops where you’ll be given a real-world Hummingbirds situation and asked how you’d approach it as a CSM Panel interview with members of the Customer, Professional Services, and Leadership teams to explore cross-functional alignment Mutual reference checks to ensure alignment on both sides Pay and Benefits Compensation: $60,000 - $65,000 base, $66,000 - $71,000 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. This role is open to candidates living within the United States in Central and Eastern Time Zones. #J-18808-Ljbffr