[Hiring] SMB Customer Success Manager @Passport

Role Description

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.

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. Your days will be spent vacillating between driving internal initiatives to improve processes and solving SMB pain points, to creating meaningful large-scale interactions and delivering more value for our customers.

As the SMB CSM, you will become immersed in the world of SMBs, and will keep a pulse on what is important to them – through customer research, data analysis, and industry trends. 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. We’ll look to you as the expert at Passport on all things SMB Customers, and will be able to provide meaningful insights on how we can best serve them. Ultimately, you’ll be tasked with growing our SMB revenue and retaining SMB customers.

What You'll Do:

• 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 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

Qualifications

• 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