SMB Customer Success Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Enhance the brand experience for Passport's SMB segment.

• Decrease customer churn within the SMB brand.

• Promote and increase sales of Passport's product offerings.

• Act as the champion and advocate for SMB customers.

• Establish a formal lifecycle process for SMBs.

• Outline clear internal escalation procedures and manage brand-related projects.

• Track brand performance throughout the customer lifecycle, defining and reporting on key health indicators.

• Evaluate product usage, customer feedback, and other KPIs to identify and engage with high-risk accounts.

• Conduct necessary customer research.

• Promote product usage and ensure SMB customers derive maximum value from Passport’s services.

• Position Passport as a reliable partner for SMBs aiming for international growth and logistics support.

• Facilitate calls, training sessions, webinars, and create content to assist customers.

• Upsell Passport services, including SoR, insurance, and returns, while expanding the brand's reach to additional countries.

• Create protocols for reducing churn.

• Work closely with Sales and Onboarding to provide a seamless onboarding experience.

• Develop scalable nurture campaigns that shorten time to value and enhance product adoption.

• Stay updated on customer support inquiries and work with relevant teams to address recurring issues.

• Produce training materials, FAQs, and articles for the online customer knowledge base.

• Communicate churn drivers and relay customer feedback to Product, Engineering, and other internal teams for the product roadmap.

• Contribute to the development of escalation processes as the SMB customer segment and Success program progress.

• Manage reporting for SMB brands.

• Accurately document user and account communications using system tools.

• Maintain clean and up-to-date Salesforce data and records.

• Collaborate with BizOps on reporting and identifying new opportunities.

• Partner with the Customer Success Ops Associate on cross-functional initiatives.

⛳️ Requirements

• Over 3 years of experience in low-touch, high-tech Customer Success, Account Management, or Sales roles.

• Experience in a high-volume, technology-assisted work environment.

• Excellent verbal and written communication skills, with a strong commitment to understanding customers deeply.

• Naturally inquisitive, with exceptional critical thinking abilities.

• Resilient and adaptable, thriving in a dynamic, fast-paced setting.

• Capability to work independently while also being a collaborative team member.

• Understanding of customer business needs and their connection to product value.

• Proactive problem-solver with a track record of creating innovative solutions for customers and the organization.

🏝️ Benefits

• No benefits or compensation extras are specified in the posting.