As Passport's SMB Customer Success Manager, you will report to the CSM Manager, whileworking heavily across Customer Success, CX, Product, and Marketing teams.
You will beresponsible 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 anddelivering 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 forSMB 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 providemeaningful 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 DoImprove Passport's SMB brand experienceReduce SMB brand churnExpand and upsell Passport's line of productsServe as the SMB Customer Champion and AdvocateCreate a formal life cycle for SMBsDefine clear internal escalation paths and project management of brand issuesMonitor HealthMonitor brands throughout customer lifecycle, defining and reporting on indicators of overall health and performanceAnalyze product adoption, customer feedback,



and other KPIs to prioritize and engage high-risk accountsConduct customer research as neededDrive SuccessEncourage product adoption and ensure SMB customers are maximizing the value of Passport's servicesPosition Passport as a trusted partner to SMBs for international expansion and logisticsHost calls, trainings, webinars, and produce content to ensure that our customers are supportedUpsell Passport products (SoR, insurance, returns) and foster brand expansion to more countriesDevelop Churn intervention protocolsImprove Customer ExperienceCollaborate with Sales and Onboarding to ensure a smooth and positive Onboarding experience for SMB brandsCreate scalable nurture campaigns that decrease time to value and increase product adoptionStay informed on customer support requests for SMB brands, and collaborate with relevant teams to resolve recurring pain pointsPublish effective training materials, FAQs, and articles on our online customer knowledge baseHelp inform Product, Engineering, and other internal teams about the drivers of churnContribute to shaping escalation paths as the SMB customer segment and Success program evolves based on customer needs and Passport resources.AdminOwn reporting for SMB brandsDocument all communication with users and accounts accurately and in a timely manner via system toolsEnsure Salesforce data and records are clean and kept up to dateCollaborate with BizOps on reporting and identifying areas of opportunityCollaborate with Customer Success Ops Associate on cross-functional projectsYou Have Many Of The Following3+ years experience working in low-touch, high-tech Customer Success, AccountManagement or Sales rolesExperience working in a high-volume, technology-assisted environmentStrong verbal and written communication skills with a passion for developing deep customerknowledgeNaturally curious with excellent critical thinking skillsResilient, adaptable and thrives in a fast-paced environmentAbility to work independently, while also contributing as part of a teamAbility to understand customer's business needs and how those connect back to productvalueProactive problem solver with experience developing creative solutions for customers andthe business#J-*****-Ljbffr

📌 Smb Customer Success Manager (Xico)
🏢 Passport
📍 Xico