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 Succe
📌 SMB Customer Success Manager (Ciudad de México)
🏢 Passport
📍 Ciudad de México
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