Customer Success Manager

Passport empowers ecommerce brands to grow globally with confidence, and they are seeking a Customer Success Manager to build trusting relationships with customers and ensure a seamless experience with their services. The role involves managing top accounts, collaborating with cross-functional teams, and contributing to customer engagement strategies.

Responsibilities:

• Make it your mission to create an exceptional Passport experience for our customers, ensuring they realize the full value of Passport and additional products
• Work closely with our Head of Strategic Accounts and Vice President of Customer Success on enterprise-level account opportunities for partnership and growth that will be aligned to you. This will include being aligned with their strategy during the sales process through onboarding
• Manage the day-to-day activities for supporting our clients leveraging in-country fulfillment services from Passport
• Coordinate with the larger Success organization to align growth strategies and project plans for our top performing accounts
• Serve as a go-to resource for your customers needs and pain points
• Travel to client sites to build relationships with key customer stakeholders
• Collaborate with product and engineering to develop product enhancements and data stories to support your customers
• Contribute to internal processes and workflow documents for successful customer engagement and management, and work cross-functionally within Passport to deploy them
• Become an expert on the Passport product, while keeping up with industry trends and news

Requirements:

• 2-5 years work experience in account management or customer success
• Comfortable with a growth-based compensation package
• Significant customer interaction and strong interest in building relationships
• Prioritize customer experience with a focus on customer happiness and retention
• Empathy and the ability to take initiative on doing the right thing for the customer
• Drive to understand clients' business goals, anticipate future needs and identify solutions
• Creative problem solving skills that you want to apply in an ever-evolving environment
• Ability to understand and communicate complex problems clearly and concisely to different internal and external audiences (Executives, Marketers, Engineers, Sales People, ICs)
• Self-motivating team player who can work cross-functionally and multi-task
• Resourceful - you might not have all the answers, but you know how to find them or who to ask for help
• Bachelor's degree or equivalent experience
• Located in the United States
• eCommerce experience
• Salesforce experience