--- title: 'SMB Customer Success Manager at Passport' canonical: 'https://feeny.ai/job/smb-customer-success-manager-passport-mexico-1p5xgq7w4mez' type: 'job' last_seen: '2026-10-19' --- # SMB Customer Success Manager at Passport - **Company:** Passport - **Location:** Mexico - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-10-06 - **Last confirmed live:** 2026-10-19 - **Apply:** https://jobs.ashbyhq.com/passport/2fa85637-82c9-42bc-a809-d97111804edd ## Job description 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 ## About Passport ## Company Overview - **One-liner**: Passport provides a unified cross‑border ecommerce platform combining logistics, compliance, localization, and AI‑driven intelligence to help direct‑to‑consumer brands expand internationally. - **Entity Type**: Private (Series B, total funding $66M) - **Headquarters**: Windhoek, Namibia (global remote‑first company with team members in 27 countries) - **Founded**: 2017 - **Founders**: Alex Yancher (CEO & Co‑Founder) – other co‑founders not publicly disclosed ## Core Business - **Primary industry**: Cross‑border ecommerce logistics and global commerce enablement - **Target customers**: B2B – direct‑to‑consumer (D2C) ecommerce brands of all sizes (mid‑market to enterprise) - **Mission statement**: “Simplify the complexities of international expansion, empowering ecommerce brands to unlock their full global potential.” ## Products & Services - **Passport Shipping**: In‑house parcel shipping and regulatory compliance service offering DDU/DDP options to 220+ markets, branded tracking, duty/tax calculation, and integration with 100+ platforms. - **Passport Global**: Full‑service internationalization solution adding storefront localization, pricing strategies, conversion optimization, and end‑customer support (Seller of Record clearance model). Includes in‑country fulfillment capabilities following the 2025 acquisition of Brand Access. ## Market Standing - **Valuation**: Not disclosed - **Key Metric**: Total Funding $66M (seed, two Series A rounds, and Series B); annual revenue estimated at $4M (LinkedIn data) - **Notable Investors**: TCV (lead Series B in Jan 2022), M13 (lead Series A in Apr 2020), and 15+ other institutional investors - **Growth Signals**: Headcount grew 21.3% YoY to ~200 employees; operates in 27 countries; serves 1,300+ merchants including Comfrt, HexClad, Ridge, Made In, Rhode, Carpe, OneSkin, GORUCK; acquired Brand Access in 2025 to add in‑country fulfillment. ## Competitive Advantages - The only provider offering a fully integrated suite (localization, cross‑border shipping, in‑country fulfillment, compliance, and AI‑powered optimization) under one roof. - In‑house regulatory experts and a licensed Corporate Customs Broker team, ensuring by‑the‑book compliance without outsourcing. - AI‑enhanced infrastructure that automates workflows, improves data accuracy, and enables smarter decision‑making across global operations. - Strong integration ecosystem with platforms like BigCommerce, Flexport, ShipBob, EasyPost, Loop Returns, Rebuy Engine, and more. ## Strategic Focus - Deepening AI‑driven insights across operations (trend identification, opportunity surfacing, compliance workflow automation). - Expanding in‑country fulfillment and operations capabilities (post‑Brand Access acquisition) to serve customers faster and more efficiently. - Continuing to scale the remote‑first global team across engineering, sales, customer success, and logistics roles. ## Why Work Here - **Work model**: 100% remote – team members can work from anywhere in the world; digital and AI‑enabled workflows keep teams connected and productive. - **Culture**: Values include ownership, customer obsession, continuous learning, teamwork, and balanced life. Results‑driven, not hours‑based. - **Perks**: Competitive pay + stock options (equity); comprehensive health coverage for employee and family; 12 weeks paid parental leave for new moms and dads; flexible (discretionary) PTO; annual learning & development budget. - **Engineering culture**: Strong emphasis on using AI to improve products and internal operations; collaborative remote environment with global perspectives. ## Sources 1. [passportglobal.com/company](https://passportglobal.com/company/) 2. [passportglobal.com](https://passportglobal.com/) 3. [passportglobal.com/careers](https://passportglobal.com/careers/) 4. [passportglobal.com/our-team](https://passportglobal.com/our-team/) 5. [LinkedIn – Passport](https://www.linkedin.com/company/passport-global) ## Other roles at Passport - [Manager, FP&A](https://feeny.ai/job/manager-fp-a-passport-canada-mezsez3bd3ft) — Canada - [Customer Experience Associate](https://feeny.ai/job/customer-experience-associate-passport-egypt-q9x3r1ahzhah) — Egypt - [Freight Operations Specialist (In-Country Enablement)](https://feeny.ai/job/freight-operations-specialist-in-country-enablement-passport-mexico-jydk3vvcms28) — Mexico - [Account Executive](https://feeny.ai/job/account-executive-passport-united-states-stvweh40w33t) — United States - [Pricing Analyst](https://feeny.ai/job/pricing-analyst-passport-mexico-2w4htp94z3ys) — Mexico - [Analytics Engineer / Data Analyst](https://feeny.ai/job/analytics-engineer-data-analyst-passport-mexico-3t3t0kwb59sa) — Mexico - [Strategic Account Manager - 3PL](https://feeny.ai/job/strategic-account-manager-3pl-passport-united-states-41gr72sn89af) — United States - [SMB Customer Success Manager](https://feeny.ai/job/smb-customer-success-manager-hiya-seattle-0vvcx5psyfqe) — Seattle, WA - [SMB Customer Success Manager](https://feeny.ai/job/smb-customer-success-manager-ivo-inc-san-francisco-ack0b7qcebx9) — San Francisco, CA