Customer Success Manager

Role Summary

Hummingbird is a remote-first, fully distributed team united by the shared mission of helping fight financial crime. Since our launch in 2017, we’ve helped major financial institutions and tech-savvy trailblazers alike (e.g. Plaid, Raymond James, Crypto.com etc.) orchestrate their compliance programs through our thoughtfully designed, intuitive, AI powered compliance tools. We believe finding and stopping financial crime is a problem rooted in code, language and design, so we built the product that the heroes doing this work deserve.

We are customer-obsessed, and we love building and shipping great products. We set a high bar, challenge our assumptions, seek diverse opinions, and support each other to do our best work.

We do our best to write inclusive, descriptive and accurate job descriptions, but we’re not always perfect. If you’re interested in the role, we’d love to hear from you even if you don’t feel like you meet everything we’re looking for . We’re always iterating and improving, and it’s possible that your experience is even more impactful than we could have imagined.

We’re hiring a Customer Success Manager here at Hummingbird . This is a highly visible, impactful, cross-functional role that works closely with our customers, and with almost every single team internally. We’re looking for someone who is passionate about building meaningful relationships, and who has a bias for over-communicating and active solutioning.

Responsibilities

What you’re looking to do

• Develop strong, genuine client relationships with Hummingbird ’s customers. Partner closely with them, especially at the management and senior levels of the organization.
• Build and execute strategic account plans that drive client satisfaction, retention, and growth to maximize the lifetime value of the partnership.
• Act as a trusted advisor, not just a support contact. Coach customers on best practices and help them navigate how AI is changing compliance work, translating that shift into practical next steps and measurable ROI.
• Collaborate cross-functionally in a fast-paced, high-growth environment. Customer Success partners with most of the other teams at Hummingbird .
• Help us solve customer’s problems with creativity, empathy, and pragmatism.

Requirements

• Experience in a Customer Success Manager role, ideally for a SaaS company managing enterprise accounts. Financial Institution or Fintech experience a plus.
• Someone resourceful, proactive and creative—if a playbook doesn't exist yet, you figure it out and build it for the whole team to use.
• An analytical mindset. You enjoy looking at data and using it to identify trends and help customers.
• Skilled at discovery. Comfortable engaging with stakeholders at all levels, with a proven track record of turning those conversations into action and successful outcomes.
• Curious and always learning. You stay current as our product and industry evolve, and you invest in your own growth as a CS professional.

Someone who shows up for their teammates and cares deeply about the team's culture and shared principles. You believe in supporting one another every day, treating everyone with respect, and celebrating how each person's unique background, experience and ideas make us all better individually and as a team.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please don't hesitate to contact us to request accommodation.