SMB Customer Success Manager

Mexico, Remote. Posted a month ago

The role

You will own the customer experience for small and mid-market customers using a 1-to-many success model. You will drive SMB revenue, reduce churn, and improve product adoption through research, data analysis, and scalable interactions.

What you will do

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 customer lifecycle
Analyze product adoption, customer feedback, and other KPIs
Conduct customer research as needed
Encourage product adoption and ensure SMB customers maximize value

Required qualifications

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
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

About the company

Passport is a company providing international shipping and logistics services for SMB brands.