Customer Success Manager

Customer Success Manager / Passport Global Please watch this 2-minute video first: Full time / 8 hours per day / Remote 13 days of paid vacation / 5 paid sick days / 11 floating holidays per year ~ Fluent English (written & spoken)~3+ years experience working in low-touch, high-tech Customer Success, Account Management or Sales roles Contract Type: Independent contractor (you will be responsible for your own taxes and benefits). Equipment: You need to provide your own computer equipment and internet. Passport Global // At Passport, we empower brands to reach their global potential by delivering the #1 international solutions for direct-to-consumer businesses. What sets us apart is our expertise in international shipping—enabling brands like Carpe, OneSkin, Rhode, GORUCK, and Wildflower Cases to scale globally with ease. Our extensive network, in-house team of logistics and ecommerce experts, integrations with Shopify and other ecommerce platforms, and user-friendly portal make us the trusted partner for growth-focused brands looking to expand internationally and create seamless cross-border experiences. 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. 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. Improve Passport's SMB brand experience ● Reduce SMB brand churn ● Serve as the SMB Customer Champion and Advocate ● Define clear internal escalation paths and project management of brand issues Monitor brands throughout customer lifecycle, defining and reporting on indicators of overall health and performance ○ Encourage product adoption and ensure SMB customers are maximizing the value of Passport's services ○ Host calls, trainings, webinars, and produce content to ensure that our customers are supported ○ Upsell Passport products (SoR, insurance, returns) and foster brand expansion to more countries ○ Improve Customer Experience: ○ Collaborate with Sales and Onboarding to ensure a smooth and positive Onboarding experience for SMB brands ○ Stay informed on customer support requests for SMB brands, and collaborate with relevant teams to resolve recurring pain points ○ Publish effective training materials, FAQs, and articles on our online customer knowledge base ○ Contribute to shaping escalation paths as the SMB customer segment and Success program evolves based on customer needs and Passport resources. ● Own reporting for SMB brands ○ Ensure Salesforce data and records are clean and kept up to date ○ Collaborate with BizOps on reporting and identifying areas of opportunity ○ Collaborate with Customer Success Ops Associate on cross-functional projects 3+ years experience working in low-touch, high-tech Customer Success, Account Management or Sales roles ● Naturally curious with excellent critical thinking skills ● If you score well, I'll invite you to a video interview, and afterward we'll share personalized feedback from the conversation #