Customer Success Manager



United States · Remote
Posted on Friday, May 10, 2024
About Passport:
Our goal is to help brands reach their global potential by building the #1 international eCommerce enablement solution for DTC brands.
Hundreds of the world’s top direct-to-consumer brands like iHerb, Tommy John, Native, Ritual, Seed.com, and more trust Passport to enable their international eCommerce channel. With an expansive network, an in-house team of logistics and eCommerce experts, and an easily deployed customer experience platform, Passport is the partner that growth-focused brands trust to expand their business internationally.
About you and the role:
You’ll be excited to join a mighty team of eight and continue building trusting relationships with our customers (direct-to-consumer e-commerce brands). You will ensure that our customers have a seamless experience with Passport and guide them every step of the way, post-implementation onwards. You love helping people and working directly with customers and are excited to be the newest edition to our growing team and company. To you, it’s about improving the overall customer experience and helping our customers succeed.
The Customer Success Manager role is a critical ingredient in ensuring our customers understand how to fully utilize Passport to grow internationally.
One of our Values is “You are an owner”. We’re growing quickly, and there are gaps to fill and skills to develop along the way. If you want a job with a clearly defined role and monthly consistency, we’re not the right fit.

What you'll do:

  • Make it your mission to create an exceptional Passport experience for our customers, post implementation onwards
  • Own the success of your customer base, ensuring they realize the full value of Passport and additional products
  • Partner directly with customers to create tailored growth strategies
  • Serve as a go-to resource for your customers needs and pain points
  • Build relationships with key customer stakeholders
  • Work closely with 3PL partners (fulfillment centers) to ensure a seamless experience for shared customers
  • Collaborate on scaling internal processes and workflows 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

You have many of the following...

  • 3-4 years work experience with at least 2 years in account management or customer success. eCommerce and Salesforce experience are a bonus!
  • Comfortable with 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
What you'll get...
- Competitive cash and equity packages
- Healthcare, dental, and vision
- 401(K) Match
- Bi-Annual Remote Work funds
- 100% remote work environment #LI-Remote
- Company issued laptop
- Flexible PTO
- Themed happy hours - bring on the Zoom comedians, pop-a-shot contests, and sip ‘n paints!
- Quarterly team (virtual) gatherings and annual all-company offsites in cities around North America
- Learning & Development Fund for upskilling or products to improve your day-to-day work life
- One-time remote work set-up stipend to make your at-home office dazzle
- Teammates around the world in 8 different time zones!