SMB Customer Success Manager

• Improve Passport’s SMB brand experience
• Reduce SMB brand churn
• Expand and upsell Passport’s line of products
• Serve as the SMB Customer Champion and Advocate
• Create a formal life cycle for SMBs
• Define clear internal escalation paths and project management of brand issues
• Monitor brands throughout the 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
• Encourage product adoption and ensure SMB customers maximize 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 support customers
• Upsell Passport products, including SoR, insurance, and returns, and foster brand expansion to more countries
• Develop churn intervention protocols
• Collaborate with Sales and Onboarding to ensure a smooth onboarding experience
• Create scalable nurture campaigns that decrease time to value and increase product adoption
• Stay informed on customer support requests and collaborate with relevant teams to resolve recurring pain points
• Publish training materials, FAQs, and articles on the online customer knowledge base
• Inform Product, Engineering, and other internal teams about churn drivers and provide customer feedback for the product roadmap
• Contribute to shaping escalation paths as the SMB customer segment and Success program evolves
• Own reporting for SMB brands
• Document user and account communications accurately and promptly via system tools
• Keep Salesforce data and records clean and up to date
• Collaborate with BizOps on reporting and identifying opportunities
• Collaborate with the Customer Success Ops Associate on cross-functional projects

• 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

• No benefits or compensation extras are specified in the posting