Customer Success Manager

About Passport:

At Passport, we empower brands to reach their global potential by delivering the #1 international solutions for direct-to-consumer businesses. What sets us apart is our expertise in international shipping—enabling brands like Carpe, OneSkin, Rhode, GORUCK, and Wildflower Cases to scale globally with ease. Our extensive network, in-house team of logistics and ecommerce experts, integrations with Shopify and other ecommerce platforms, and user-friendly portal make us the trusted partner for growth-focused brands looking to expand internationally and create seamless cross-border experiences.

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.

• 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

• 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

A sneak peak into our perks & benefits:

- Competitive cash and equity packages

- Healthcare, dental, and vision, life & disability insurance

- 401(K) Match

- Bi-Annual Remote Work funds

- 100% remote work environment #LI-Remote

- Company issued laptop

- Flexible PTO

- 12 weeks parental leave

- Monthly team bonding time - 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!