Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 9 days ago

SMB Customer Success Manager

Passport10 open roles

Where
Mexico
Work mode
Remote
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowSMB Customer Success ManagerPassport · Mexico

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Passport's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

9.8% of postings close within 7 days. Measured by our own scanner across the market. Passport postings stay open a median of 27 days.

Share of postings closed within
  1. 1.9%1 day
  2. 3.9%3 days
  3. 9.8%7 days
  4. 15.5%14 days
  5. 33.8%30 days
This job: posted 9 days ago

Passport median: 27 days open

The posting

As Passport’s SMB Customer Success Manager, you will report to the CSM Manager, while

working heavily across Customer Success, CX, Product, and Marketing teams. You will be

responsible for ensuring the success and owning the customer experience of our fast-growing small and mid-market customers.

In this role you will monitor the health of hundreds (going on thousands) of our SMB brands,

drive their success with Passport, and improve their customer experience through a 1-to-many success model. Your days will be spent vacillating between driving internal initiatives to improve processes and solving SMB pain points, to creating meaningful large-scale interactions and

delivering more value for our customers.

As the SMB CSM, you will become immersed in the world of SMBs, and will keep a pulse on what is important to them – through customer research, data analysis, and industry trends. You will help them navigate the complex world of international shipping by providing them with the best experience, product, and service on the market. You will define the customer lifecycle for

SMB brands, and the important milestones Passport needs to successfully facilitate. We’ll look to you as the expert at Passport on all things SMB Customers, and will be able to provide

meaningful insights on how we can best serve them. Ultimately, you’ll be tasked with growing our SMB revenue and retaining SMB customers.

What You'll Do:

● Improve Passport’s SMB brand experience

● Reduce SMB brand churn

● Expand and upsell Passport’s line of products

● Serve as the SMB Customer Champion and Advocate

● Create a formal life cycle for SMBs

● Define clear internal escalation paths and project management of brand issues

Monitor Health:

○ Monitor brands throughout customer lifecycle, defining and reporting on indicators of

overall health and performance

○ Analyze product adoption, customer feedback, and other KPIs to prioritize and

engage high-risk accounts

○ Conduct customer research as needed

Drive Success:

○ Encourage product adoption and ensure SMB customers are maximizing the value of

Passport’s services

○ Position Passport as a trusted partner to SMBs for international expansion and

logistics

○ Host calls, trainings, webinars, and produce content to ensure that our customers are

supported

○ Upsell Passport products (SoR, insurance, returns) and foster brand expansion to

more countries ○ Develop Churn intervention protocols

Improve Customer Experience:

○ Collaborate with Sales and Onboarding to ensure a smooth and positive Onboarding

experience for SMB brands

○ Create scalable nurture campaigns that decrease time to value and increase product

adoption

○ Stay informed on customer support requests for SMB brands, and collaborate with

relevant teams to resolve recurring pain points

○ Publish effective training materials, FAQs, and articles on our online customer

knowledge base

○ Help inform Product, Engineering, and other internal teams about the drivers of churn

and provide customer feedback to influence our product roadmap

○ Contribute to shaping escalation paths as the SMB customer segment and Success

program evolves based on customer needs and Passport resources.

Admin:

○ Own reporting for SMB brands

○ Document all communication with users and accounts accurately and in a timely

manner via system tools

○ Ensure Salesforce data and records are clean and kept up to date

○ Collaborate with BizOps on reporting and identifying areas of opportunity

○ Collaborate with Customer Success Ops Associate on cross-functional projects

You Have Many of the Following:

● 3+ years experience working in low-touch, high-tech Customer Success, Account

Management or Sales roles

●

Experience working in a high-volume, technology-assisted environment

● Strong verbal and written communication skills with a passion for developing deep customer

knowledge

● Naturally curious with excellent critical thinking skills

● Resilient, adaptable and thrives in a fast-paced environment

● Ability to work independently, while also contributing as part of a team

● Ability to understand customer’s business needs and how those connect back to product

value

● Proactive problem solver with experience developing creative solutions for customers and

the business

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Passport's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Passport's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Passport's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.