About the Role

As Hummingbird’s first Head of Customer Success, you will own the customer engagement, retention, and expansion functions to support our rapidly expanding customer base. We’re looking for a leader who is extremely passionate about customer advocacy and growth and who cares deeply about the teams and individuals that they manage. You’ll report directly to and partner closely with the VP of CS/CX to manage the existing CS function and grow and scale the team to keep up with the exciting customer growth ahead.

What you’re looking to do:

• Manage and lead a team of high-performing, empathetic and thoughtful Customer Success Managers. You enjoy front-line management and aren’t hesitant to get in the weeds with your team when a sticky problem needs solving.
• Prioritize core customer health metrics with the goal of maintaining superb retention rates and continuing to drive expansion.
• Collaborate with a cross-functional team who genuinely leads with customer empathy. You’ll work closely with folks across the customer experience lifecycle and partner with experienced leaders across revenue operations, product, marketing, recruiting, and more.
• Leverage data to drive success. You’re passionate about building environments that set your team up for success, and you know this comes with clear goals and KPIs that are well thought out and fit for purpose.
• Understand the competitive landscape to uncover new opportunities and to leverage Hummingbird's competitive strengths
• Help fight financial crime! You might not be an anti-money-laundering whiz just yet, but you’re excited about diving in to deeply understand this industry and make a genuinely positive impact on the world while doing so.

What we’re looking for:

• Experience leading, coaching, and building an inspired Customer Success team through setting vision, unlocking potential, and driving compassionate accountability
• Experience working in the B2B SaaS space
• Someone who leads with empathy
• Analytical mindset with the ability to leverage data in the decision-making process.
• Strong interpersonal skills and ability to develop relationships with clients across an organizational hierarchy, including executive/C-level.
• Have worked in multiple customer-facing organizations and been a top-performing individual contributor in an earlier career chapter

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
• 401k plan
• Safe, respectful & comfortable work environment with colleagues and leadership who prioritize diversity, equity, inclusion and belonging.