Customer Success Manager

Hummingbirds is a creator platform that helps brands generate authentic, localized user-generated content through everyday creators. The Customer Success Manager will manage the customer lifecycle from onboarding and campaign delivery through renewals and expansions, serving as a strategic advisor and primary customer contact. The role focuses on driving customer outcomes, retention, expansion, advocacy, and continuous improvements to the customer experience.

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

Requirements:

• 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
• 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
• Proficiency using Project Management tools like Asana