SMB Customer Success Manager - Growth & Retention

Passport; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Passport seeks an SMB Customer Success Manager to partner across Customer Success, CX, Product, and Marketing teams, owning the customer experience of our fast-growing SMBs. You will monitor health and drive value through a scalable lifecycle, solving SMB pain points and expanding Passport’s SMB footprint.

You will become the expert on SMB customers, delivering insights from research and data analysis, with the goal of growing SMB revenue and retaining customers.

Qualifications

• 3+ years in high-volume, tech-enabled customer success or account management roles.
• Strong verbal and written communication.
• Proactive problem solver with curiosity and critical thinking.
• Ability to work independently and in a team.

Responsibilities

• Own and monitor the health of SMB brands across the customer lifecycle.
• Drive customer success, reduce churn, and expand product adoption.
• Collaborate with Sales, Onboarding, Product, and Marketing to deliver scalable value.
• Publish insights to inform product roadmap and reduce SMB pain points.
• Help define lifecycle stages and escalation paths for SMB customers.

Skills

Communication

Problem-solving

Independent work

Team collaboration

Job description

Passport seeks an SMB Customer Success Manager to partner across Customer Success, CX, Product, and Marketing teams, owning the customer experience of our fast-growing SMBs. You will monitor health and drive value through a scalable lifecycle, solving SMB pain points and expanding Passport’s SMB footprint.

You will become the expert on SMB customers, delivering insights from research and data analysis, with the goal of growing SMB revenue and retaining customers.