SMB Customer Success Manager

Job not on LinkedIn

🔥 17 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Passport

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

📦 Logistics

🛍️ eCommerce

📋 Compliance

Logistics • eCommerce • Compliance

Passport is a global cross-border commerce enablement company that helps direct-to-consumer and ecommerce brands scale internationally. It provides end-to-end internationalization services including cross-border and DDP shipping to 180+ countries, in-country enablement (importer of record, local fulfillment), marketplace management, seller-of-record tax compliance, duty drawback recovery, and integrations with 3PLs and ecommerce platforms. Passport combines shipping, compliance, and localized storefront/fulfillment solutions to simplify and accelerate global expansion for B2B customers.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• No benefits or compensation extras are specified in the posting