SMB Customer Success Manager

About the role

As Passport’s SMB Customer Success Manager you will own the experience and success of fast‑growing small and mid‑market customers. Reporting to the CSM Manager, you will work across Customer Success, CX, Product, and Marketing teams to drive adoption, reduce churn, and grow revenue.

Key responsibilities

• Monitor the health of hundreds of SMB brands, define and report on performance indicators, and intervene with high‑risk accounts.
• Drive product adoption, host trainings, webinars, and create scalable nurture campaigns to increase value and expand usage.
• Collaborate with Sales, Onboarding, and support teams to ensure smooth onboarding and resolve recurring pain points.
• Upsell additional Passport products (e.g., SoR, insurance, returns) and support brand expansion into new countries.
• Own reporting, maintain clean Salesforce data, and work with BizOps on cross‑functional projects.

Required profile

• 3+ years experience in low‑touch, high‑tech Customer Success, Account Management or Sales.
• Proven ability to work in a high‑volume, technology‑assisted environment.
• Strong verbal and written communication with a passion for deep customer knowledge.
• Resilient, adaptable, and able to thrive in a fast‑paced setting.

Required skills

• Salesforce