Client Success Manager (CSM)
About the RoleAs 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 YouQualifications:
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.About UsPassport is transforming mobility management for cities, empowering them to create more livable and equitable communities.
Passport’s mobility platform enables clients to digitally coordinate all modes of transportation and implement real-time, data-centric management of their curbside and street space through its enterprise software. Trusted by nearly 600 cities, universities and agencies, including Chicago, Toronto, London, Los Angeles, and Miami.Passport is one of the fastest growing companies on the Inc. 500 and Deloitte Technology Fast 500 lists. Passport is backed by Bain Capital Ventures, Grotech Ventures, MK Capital, and Relevance Capital.
For more information, visit passportinc.com.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.
