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Passport is seeking an SMB Customer Success Manager to own the customer experience and drive success for our fast-growing small and mid-market customer segment. You will report to the CSM Manager and work cross-functionally with Customer Success, CX, Product, and Marketing teams.
In this role, you will manage the health and success of hundreds (scaling to thousands) of SMB brands using a 1-to-many success model. Your responsibilities span three core areas:
Monitor Health: Track brands throughout their lifecycle, define and report on health indicators and performance metrics. Analyze product adoption, customer feedback, and KPIs to identify and prioritize high-risk accounts. Conduct customer research to stay informed on SMB needs and pain points.
Drive Success: Encourage product adoption and ensure SMB customers maximize value from Passport's services. Position Passport as a trusted partner for international expansion and logistics. Host calls, trainings, webinars, and create content to support customers. Upsell Passport products (SoR, insurance, returns) and facilitate brand expansion into new countries. Develop churn intervention protocols.
Improve Customer Experience: Collaborate with Sales and Onboarding to ensure smooth onboarding. Create scalable nurture campaigns that decrease time-to-value and increase adoption. Monitor customer support requests and work with relevant teams to resolve recurring pain points. Publish training materials, FAQs, and knowledge base articles. Provide customer feedback to inform Product and Engineering roadmaps. Shape escalation paths as the SMB segment evolves.
You will also own reporting for SMB brands, maintain accurate Salesforce records, and collaborate with BizOps and Customer Success Ops on cross-functional projects.
Requirements:
- 3+ years experience in low-touch, high-tech Customer Success, Account Management, or Sales roles
- Experience in high-volume, technology-assisted environments
- Strong verbal and written communication skills with passion for developing deep customer knowledge
- Naturally curious with excellent critical thinking skills
- Resilient, adaptable, and thrives in fast-paced environments
- Ability to work independently and as part of a team
- Ability to understand customer business needs and connect them to product value
- Proactive problem solver with experience developing creative solutions
