SMB Customer Success Manager

Role Overview

As Passport’s SMB Customer Success Manager, you will report to the CSM Manager, while working heavily across Customer Success, CX, Product, and Marketing teams. You will be responsible for ensuring the success and owning the customer experience of our fast-growing small and mid-market customers.

What You Will Do

In this role, you will monitor the health of hundreds (going on thousands) of our SMB brands, drive their success with Passport, and improve their customer experience through a 1-to-many success model.

Why It Might Be a Fit

You will help them navigate the complex world of international shipping by providing them with the best experience, product, and service on the market. You will define the customer lifecycle for SMB brands, and the important milestones Passport needs to successfully facilitate.

Requirements

• 3+ years experience working in low-touch, high-tech Customer Success, Account Management or Sales roles
• Experience working in a high-volume, technology-assisted environment
• Strong verbal and written communication skills with a passion for developing deep customer knowledge
• Naturally curious with excellent critical thinking skills
• Resilient, adaptable and thrives in a fast-paced environment
• Ability to work independently, while also contributing as part of a team
• Ability to understand customer’s business needs and how those connect back to product value
• Proactive problem solver with experience developing creative solutions for customers and the business

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or retirement plan
• Paid time off (vacation, sick leave)
• Flexible work arrangements (remote work)