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Enterprise Customer Success Manager



Customer Service, Sales & Business Development
United States · Remote
Posted on Tuesday, April 30, 2024

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. Stripe, Affirm, Evolve Bank etc.) orchestrate their compliance programs through our thoughtfully designed, intuitive SaaS product. 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.

About the Role

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

What you’re looking to do:

  • Develop strong, genuine client relationships with Hummingbird’s customers. Partner closely with them, especially at the management & senior levels of the organization.
  • Build and execute strategic account plans in order to achieve client satisfaction, retention, and maximize the lifetime value of the partnership.
  • Take care of Hummingbird customers using a consultative approach. You’ll advise them on best practices, and measure results to help demonstrate ROI.
  • Collaborate cross-functionally in a fast-paced, high-growth environment. Customer Success most of the other teams at Hummingbird.
  • Help us solve customer’s problems with creativity, empathy, and pragmatism.

What we’re looking for:

  • Experience in a Customer Success Manager role, ideally for a SaaS company managing enterprise accounts.
  • Someone resourceful, scrappy 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.
  • Expertise and comfort asking detailed questions of stakeholders at all levels inside of a business, and a proven track record of turning those conversations into successful outcomes.
  • Someone who lives 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.

What’s in it for you:

  • The chance to help build from the ground up. The hires we’re making now are foundational to our growth as a company, so you will have an opportunity to help shape the future of Hummingbird.
  • Competitive compensation including cash and equity.
  • Remote-first, fully distributed company with flexible working hours.
  • Awesome health, vision & dental benefits, and 401k.
  • Safe, respectful & comfortable work environment with colleagues and leadership who prioritize diversity, equity, inclusion and belonging.

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.