Customer Success Manager

Summary

The job is for a SMB Customer Success Manager at Passport, responsible for ensuring the success and managing the customer experience of small and mid-market customers. The role involves monitoring customer health, driving success, improving the customer experience, and administering various tasks. The candidate should have 3+ years of experience in low-touch, high-tech Customer Success, Account Management or Sales roles.

Requirements

3+ years experience working in low-touch, high-tech Customer Success, Account Management or Sales roles

Responsibilities

• Monitor brands throughout customer lifecycle, defining and reporting on indicators of overall health and performance
• Analyze product adoption, customer feedback, and other KPIs to prioritize and engage high-risk accounts
• Encourage product adoption and ensure SMB customers are maximizing the value of Passport’s services
• Position Passport as a trusted partner to SMBs for international expansion and logistics
• Host calls, trainings, webinars, and produce content to ensure that our customers are supported
• Upsell Passport products (SoR, insurance, returns) and foster brand expansion to more countries
• Develop Churn intervention protocols
• Collaborate with Sales and Onboarding to ensure a smooth and positive Onboarding experience for SMB brands
• Create scalable nurture campaigns that decrease time to value and increase product adoption
• Stay informed on customer support requests for SMB brands, and collaborate with relevant teams to resolve recurring pain points
• Publish effective training materials, FAQs, and articles on our online customer knowledge base
• Help inform Product, Engineering, and other internal teams about the drivers of churn and provide customer feedback to influence our product roadmap
• Contribute to shaping escalation paths as the SMB customer segment and Success program evolves based on customer needs and Passport resources

Benefits

• Competitive cash and equity packages
• Travel & Expenses funds for company events
• 100% remote work environment #LI-Remote
• Paid Time Off
• Themed happy hours - bring on the Zoom comedians, pop-a-shot contests, and sip ’n paints!
• Quarterly team (virtual) gatherings and annual team offsites
• Learning & Development Fund for upskilling or products to improve your day-to-day work life
• Teammates around the world in 8 different time zones!