Client Success Manager (CSM)

About the Role

As a Client Success Manager at Passport, you will be at the center of all things related to our clients. You will be responsible for maximizing client value through systematic adoption, education, and execution, and you’ll do all of this in our incredibly fast-paced, exciting, and constantly changing environment. You will be expected to develop a thorough understanding of client objectives and success metrics to drive tailored solutions for expansion. At Passport, we believe in deep-rooted, authentic, value-driven client partnerships founded on shared objectives and joint success. So much so, that we only charge clients when they make money using our software. This means that we only succeed when our clients do. This client-centric approach is part of both our policy and our culture.

Responsibilities:

• Manage an enterprise client portfolio

  • Drive success across a portfolio of multiple accounts

  • Prioritize accounts according to risk and growth opportunity

• Enable clients to realize the full potential of our product

  • Understand and tailor interactions to business objectives

  • Extend utilization across the organization to maximize objective alignment

• Maximize client value

  • Analyze expansion and provide data to demonstrate success

  • Provide clear direction and next steps to continue increasing value

• Manage and execute client renewals and upsells

  • Drive new business growth through greater advocacy and reference-ability

  • Identify and pursue opportunities for upsell

  • Demonstrate value through hardened metrics

• Maintain and expand client relationships

  • Extend reach into new departments/divisions

  • Educate new contacts with value messaging

  • Provide structure and direction to extend accounts

• Analyze success metrics to determine adoption trends

  • Analyze activity as it relates to business objectives

  • Develop intelligence based on adoption metrics

• Increase client satisfaction

  • Create relationships founded on value

  • Teach and advocate industry best practices

About You

Qualifications:

• 3+ years experience in customer success, account management or sales

• Bachelor’s degree

• Experience with account management or sales software

• Analytical and process-oriented mindset

• Demonstrated desire for continuous learning and improvement

• Excellent communication and presentations skills

You have a passion for customer experience and growing revenue. You are analytical. You are organized. Your clients are regularly impressed by you, and you can juggle it all. You have a continuous improvement mindset for your own learnings. You are passionate, self-motivated, and business-minded. You are an excellent communicator - you know how to listen and present with the best. You understand value drivers in recurring revenue business models and know how to leverage them for the benefit of the customer and your company.

Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.