Smb (Small to Medium Business) Customer Success Manager in Passport Shipping

About Passport:

Passport is reinventing cross-border e-commerce logistics as the modern international shipping carrier of choice for eCommerce (customers include Bombas, Native, Ritual, Seed.com). By combining our proprietary asset light network along with technology and customer support, we ensure that consumers around the world receive their packages without the hassle and pain that is typically associated with international shipping.

We’re a growing, ambitious team looking to upend the trillion-dollar international parcel shipping industry through a world-class experience. At Passport, you will have the opportunity to work with some of the biggest e-commerce merchants in the world and think strategically on how to add value to their international business. See this TechCrunch (https://tcrn.ch/2TKQ4eO) article to understand why brands love us.

Monitor Health:

• Monitor brands throughout 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

Drive Success:

• Encourage product adoption and ensure SMB customers are maximizing 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 ensure that our customers are supported
• Upsell Passport products (SoR, insurance, returns) and foster brand expansion to more countries
• Develop Churn intervention protocols

Improve Customer Experience:

• Collaborate with Sales and Onboarding to ensure a smooth and positive Onboarding experience for SMB brands
• Create scalable nurture campaigns that decrease time to value and increase product adoption
• 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
• Help inform Product, Engineering, and other internal teams about the drivers of churn and provide customer feedback to influence our product roadmap
• Contribute to shaping escalation paths as the SMB customer segment and Success program evolves based on customer needs and Passport resources.

Admin:

• Own reporting for SMB brands
• Document all communication with users and accounts accurately and in a timely manner via system tools
• 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
• 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

- 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!