Customer Success Manager
About Passport:
Passport empowers ecommerce brands to grow globally with confidence. We provide a modern, end-to-end international ecommerce solution that removes the complexity of selling across borders—from logistics and compliance to customer experience and performance optimization. We’re a fast-growing, ambitious team on a mission to redefine how brands expand internationally in a trillion-dollar global commerce market. Passport partners with hundreds of leading DTC brands such as Native, BrüMate, and LMNT to help them reach and delight customers around the world. At Passport, you’ll work with some of the world’s most innovative ecommerce merchants, thinking strategically about how to unlock and accelerate their international growth.
About the you and the role:
You’ll be excited to build trusting relationships with our customers (direct-to-consumer e-commerce brands). You will be responsible for - and compensated on - growing our top performing accounts and ensure that our customers have a seamless experience with Passport. You love working directly with customers, developing strategic growth plans, collaborating with product and engineering to expand these accounts, and iterating on processes to help us work smarter not harder. To you, it’s all about providing excellent customer strategies and helping everyone succeed. The Customer Success Manager (In Country) role is a critical ingredient in ensuring our top accounts fully utilize Passport to grow internationally.
What you'll do:
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
What We’re Looking For:
2-5 years work experience in account management or customer success. eCommerce and Salesforce experience are a bonus.
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