Associate Customer Success Manager (ACSM)

Hummingbirds is a creator platform that connects brands with local creators to generate authentic user-generated content. The Associate Customer Success Manager (ACSM) will act as a primary contact for brands, guiding them through campaign execution and ensuring a successful customer experience. This role requires strong communication and organizational skills, as well as a proactive approach to customer success and operational excellence.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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 escalate, when to delegate, and when to roll up your sleeves