Remote Customer Success Manager

Summary

Join our team as Passport's SMB Customer Success Manager and play a key role in ensuring the success of our fast-growing small and mid-market customers. As the expert on all things SMB Customers, you will define the customer lifecycle for SMB brands, improve their experience, reduce churn, and expand our product line.

Responsibilities

• Monitor Health: 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
• Conduct customer research as needed
• Drive Success: 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
• Improve Customer Experience: 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
• Admin: Own reporting for SMB brands
• Document all communication with users and accounts accurately and in a timely manner via system tools
• Ensure Salesforce data and records are clean and kept up to date
• Collaborate with BizOps on reporting and identifying areas of opportunity
• Collaborate with Customer Success Ops Associate on cross-functional projects