Description
At Passport our goal is to build the #1 internationalization solution on the market, with shipping as the differentiator.
Hundreds of the world’s top direct-to-consumer brands like iHerb, Tommy John, Dolls Kill, Ritual, Seed.com, and more trust Passport to enable their international eCommerce channel. With an expansive network, an in-house team of logistics and eCommerce experts, and an easily deployed customer experience platform, Passport is the partner that growth-focused brands trust to expand their business internationally.
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.
This role is a full time position.
Located in Latin America
Opportunity to earn commission.
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.
This role is a full time position.
Located in Latin America
Opportunity to earn commission.
The overall goal of this position is to:
In this position you will:
You have many of the following:
What you'll get...
- Competitive cash and equity packages
- Travel & Expenses funds for company events
- 100% remote work environment #LI-Remote
- Paid Time Off
- Themed happy hours - bring on the Zoom comedians, pop-a-shot contests, and sip ’n paints!
- Quarterly team (virtual) gatherings and annual team offsites
- Learning & Development Fund for upskilling or products to improve your day-to-day work life
- Teammates around the world in 8 different time zones!
