Growth-Minded SMB Customer Success Architect

Passport; Ciudad de México; On-site; MXN 420,000 - 720,000; Full time

Job summary

Passport’s SMB Customer Success Manager will own the health and lifecycle of hundreds of SMB brands, collaborating across Customer Success, CX, Product and Marketing to deliver best-in-class service.

You will drive adoption, reduce churn, and upsell Passport products while building scalable processes and a 1-to-many approach for a fast-growing SMB segment in a dynamic, globally focused company.

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 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.
• Proactive problem solver with experience developing creative solutions for customers and the business.

Responsibilities

• 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, 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.
• 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.
• 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.
• 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.
• 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.

Skills

Communication skills

Job description

Passport’s SMB Customer Success Manager will own the health and lifecycle of hundreds of SMB brands, collaborating across Customer Success, CX, Product and Marketing to deliver best-in-class service.

You will drive adoption, reduce churn, and upsell Passport products while building scalable processes and a 1-to-many approach for a fast-growing SMB segment in a dynamic, globally focused company.