SMB Customer Success Manager

Passport

. Improve Passport’s SMB brand experience .

Posted 10/6/2026full-timeRemote • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, focusing on improving brand experience, reducing churn, and enhancing product adoption for SMBs. Proficient in analyzing customer feedback and KPIs to drive strategic initiatives and foster strong customer relationships.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementKPI AnalysisSalesforce ProficiencyCustomer Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ResearchChurn Intervention ProtocolsProduct Adoption StrategiesProject ManagementData Reporting

Soft Skills

Strong Communication SkillsCritical ThinkingProblem SolvingAdaptabilityTeam Collaboration

Tools & Technologies

SalesforceWebinarsOnline Knowledge BaseCustomer Feedback Tools

Industry Keywords

SMB Brand ExperienceHigh-Tech EnvironmentCustomer LifecycleUpsellingInternational Expansion

About the role

Key responsibilities & impact

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 the 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 maximize 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 support customers
Upsell Passport products, including SoR, insurance, and returns, and foster brand expansion to more countries
Develop churn intervention protocols
Collaborate with Sales and Onboarding to ensure a smooth onboarding experience
Create scalable nurture campaigns that decrease time to value and increase product adoption
Stay informed on customer support requests and collaborate with relevant teams to resolve recurring pain points
Publish training materials, FAQs, and articles on the online customer knowledge base
Inform Product, Engineering, and other internal teams about churn drivers and provide customer feedback for the product roadmap
Contribute to shaping escalation paths as the SMB customer segment and Success program evolves
Own reporting for SMB brands
Document user and account communications accurately and promptly via system tools
Keep Salesforce data and records clean and up to date
Collaborate with BizOps on reporting and identifying opportunities
Collaborate with the Customer Success Ops Associate on cross-functional projects

Requirements

What you’ll need

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

Benefits

Comp & perks

No benefits or compensation extras are specified in the posting