Passport

Customer Success Manager

• Manage an enterprise client portfolio
• Drive success across a portfolio of multiple accounts
• Prioritize accounts according to risk and growth opportunity
• Manage client health and ensure account retention
• Elevate the conversation
• Identify, target and engage strategic stakeholders
• Provide structure and direction to extend accounts
• Maintain and expand client relationships
• Maximize client value
• Provide clear direction and next steps to continue increasing value
• Drive new business growth through greater advocacy and reference-ability
• Increase client satisfaction
• Create relationships founded on value
• Teach and advocate industry best practices

Client Success Executive

Project Manager

• Own the implementation process from kickoff to go-live, acting as the main point of contact for the customer
• Build strong relationships with brand and 3PL stakeholders, ensuring they feel supported and informed every step of the way
• Understand each customer’s goals and challenges to design the right shipping and integration strategy
• Manage multiple projects at once, keeping tasks, timelines, and deliverables organized and on track
• Partner closely with Sales, Operations, Product, and 3PL Success to drive a seamless customer experience
• Collaborate on improving internal tools, templates, and processes to make implementations more efficient
• Become an expert on Passport’s platform, integrations, and international shipping workflows
• Surface customer feedback and insights to help us keep improving

Implementation Project Manager

Pricing Analyst

• Complete full training on Passport’s international shipping capabilities
• Gain a comprehensive understanding of Passport’s delivery network and options
• Complete full training on the Rates Management System and Pricing Templates
• Fully generate pricing requests in the Rates Management System
• Complete customer rate analysis requests within 1 business day
• Complete network analysis requests within 5 business days
• Update pricing models and generate routing files based on network routing decisions within 5 business days
• Analyze YoY changes in network costs, update the Rates Management System based on the analysis, and upload results into the Rates Management System for annual rate increase

Full-stack Engineer

• Lead the development of a multi-agent platform — a reusable foundation of AI agents, tools, orchestration logic, and shared infrastructure.
• Collaborate closely with other teams (e.g., Data, QA, DevOps, Product) to ship AI features end-to-end — from dataset preparation to model integration, deployment, optimization, and monitoring.
• Build and maintain automated AI pipelines using specialized frameworks or custom orchestrators.
• Design robust logging, tracing, and metric systems for AI workloads; analyze performance using Elasticsearch, Prometheus, and Grafana.
• Document architecture decisions, experiment results, and best practices in Notion.
• Use deep GenAI expertise to evaluate trade-offs, propose high-impact solutions, simplify workflows, and maximize value for internal teams and external clients.
• Share knowledge and architectural patterns with the team to strengthen internal GenAI expertise and maintain high engineering standards.
• Provide the full lifecycle of GenAI features — design, development, deployment, monitoring, and long-term maintenance.

Senior Software Engineer, GenAI

Operations

• Ideate, develop, and thoughtfully write knowledge base articles for both internal and external stakeholders, creating resources that enhance customer satisfaction and self-service capabilities
• Document and expand the Passport Knowledge Hub, building a comprehensive resource library that empowers teams and customers alike
• Act as a critical link between solutions engineering, customer support, customer success, operations, finance, and product teams to solve complex problems
• Serve as the first point of escalation and main point of contact once customer issues are identified, ensuring swift and effective resolution
• Work as an extension of the daily operations team to deeply understand our supply chain and identify where shipment-level issues occur
• Track patterns across internal messages and data to identify opportunities for process improvements
• Manage multiple projects simultaneously using tools like Notion, Jira, Salesforce, and Zendesk
• Navigate challenging customer conversations with composure and professionalism

Account Operations Associate

Account Manager

• Traveling to our warehouse (3PL) partners and building key relationships. Expect to be on the road up to 30% of your time
• Working alongside our Sales, Onboarding, Operations and Brand Success teams to ensure successful adoption of Passport and expansion within 3PL
• Mapping out the inner-workings of each of our 3PL partners by identifying decision makers, understanding what each 3PL values, and how each operates
• Become an expert on the Passport product, while keeping up with industry trends and news. Educating customers on product features, best practices, and new offerings to maximize their success.
• Develop and execute strategies to expand existing customer relationships and drive referrals. Proactively engage with customers to ensure satisfaction, identify growth opportunities, and resolve any concerns.
• One of our Values is "You are an owner". We're growing quickly, and there are plenty of 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.

Strategic Account Manager – 3PL/Warehouse

• Lead implementation projects for new brands and 3PL partners from post-sale kickoff to successful go-live
• Develop and manage project plans, timelines, and milestones using tools like Baton, Salesforce, and Jira
• Coordinate cross-functional stakeholders (Sales, Solutions, Product, and Ops) to ensure a smooth transition from Sales to Implementation to Hypercare
• Facilitate kickoff and status meetings, track action items, and manage escalations
• Identify and mitigate risks or blockers that could impact a launch timeline
• Document project updates and launch statuses in internal systems
• Contribute to process improvements, templates, and frameworks that make implementations more efficient and scalable
• Advocate for the customer experience by ensuring the setup aligns with brand needs and technical capabilities
• Support post-launch “hypercare” before transitioning accounts to Customer Success

Analytics Engineer

• Design, build, and maintain in-house tools, dashboards & reports to support various finance programs and projects
• Bridge the gap between the finance and the tech teams to create transparent processes
• Manipulate large data sets and perform various types of analyses ie. descriptive, prescriptive, inferential, causal, exploratory analyses, etc
• Document and maintain internal knowledge base articles and resources in Notion

Analytics Engineer, Data Analyst

Support Engineer

• Collaborate alongside our Customer Facing teams to serve as the front line, go-to resource for all customers’ technical needs and issues
• Troubleshoot with e-commerce brands to resolve technical integration issues that occur across the customer lifecycle: from the onboarding of a customer to account maintenance and growth.
• Code internal tools and scripts to help reduce repetitive tasks or to build a proof of concept with a new API.
• Document and maintain internal knowledge base articles on Notion.
• Become an expert on the Passport services while learning about the world of international shipping.
• Understand our customers’ pain points and identify trends, collaborating with product and engineering to outline solutions for our core engineering team to implement.
• Last but not least, make it your mission to create an exceptional Passport experience for our customers.

Technical Support Engineer

Account Executive

• Drive net-new revenue growth by acquiring enterprise-level eCommerce brands.
• Actively manage a strategic pipeline: researching, prospecting, and executing multi-threaded sales cycles.
• Develop tailored account plans aligned with each client’s business objectives and global growth strategy.
• Establish and nurture senior-level relationships to position Passport as a trusted long-term partner.
• Deliver accurate forecasting, reporting, and pipeline management through Salesforce.
• Serve as a thought leader by advising brands on international expansion, DDP, compliance, and localization trends.
• Partner cross-functionally with Marketing, Partnerships, and Operations to support successful client outcomes.
• Ensure seamless handoff to post-sales teams, maintaining alignment and client satisfaction throughout the lifecycle.
• Represent Passport at key industry events, trade shows, and client meetings (10–20% travel).

Enterprise Account Executive

• Drive revenue growth by expanding Passport’s client base within the Mid-Market segment.
• Actively manage your sales pipeline, developing strategies to meet and exceed revenue targets.
• Serve as a thought leader by keeping up with industry trends and helping clients understand how emerging technologies and market shifts could impact their business.
• Efficiently guide prospects through the sales process, ensuring clear communication of expectations both internally and externally.
• Deliver accurate forecasts and insights to refine sales strategies and maintain data hygiene.
• Work with post-sales teams to ensure smooth client handoffs and successful implementation.
• Work cross-functionally with peers in other departments to support mutual success.
• Collaborate with leadership to create detailed account plans for key enterprise clients, aligning sales strategies with the client’s business objectives and growth plans.
• Establish and nurture deep relationships with key stakeholders at all levels of the client’s organization to position Passport as a long-term partner, not just a vendor.
• Travel as required (approximately 5-10%) for client meetings, trade shows, and industry events.
• Report directly to the Director of Sales and collaborate with Account Executives and Sales Development Representatives to drive business growth.

Mid-Market Account Executive

Accountant

• Manage the general ledger and month-end close for multiple entities, ensuring accuracy through reconciliations, variance analysis, and clear documentation.
• Drive faster, repeatable close cycles with strong controls and standardized checklists.
• Lead multi-entity consolidations and intercompany processes with audit-ready documentation.
• Partner with Product and Billing teams on revenue recognition and accurate revenue–COGS matching across freight, duties, and taxes.
• Support chart of accounts restructuring by implementing consistent numbering, rationalizing parent–child groupings, and preparing for ERP migration.
• Contribute to NetSuite implementation readiness: process design, data hygiene, COA mapping, integrations, and automation.
• Strengthen cash, banking, and payments operations in tools like Ramp and Airwallex; ensure clean reconciliations and seamless integrations.
• Collaborate with Tax on global operations, including VAT filings, IOSS reviews, reconciliations, and audit-ready compliance.
• Build and maintain SOPs and process documentation; champion automation and control improvements with BizOps and Data teams.

Senior Accountant

Digital Marketing

• Develop and own Passport’s demand generation strategy to drive awareness, engagement, and high-quality leads from mid-market and Enterprise brands.
• Develop and implement strategic ABM programs tailored for million-dollar+ deals, 1:few and 1:many included.
• Partner with SDRs, Sales, and RevOps to align on account targeting, lead hand-off, and pipeline impact.
• Stand up lifecycle programs for prospects and customers—including winback and re-engagement campaigns, loyalty and referral initiatives, reviews, QBRs and NPS programs—designed to increase conversion, retention, and advocacy.
• Create and optimize campaign landing pages in HubSpot, WordPress, or no-code platforms like Lovable to capture and convert leads effectively.
• Plan, launch, and optimize integrated digital campaigns across paid search, social, and programmatic channels.
• Set up and manage campaigns in HubSpot, Google Ads, LinkedIn Ads, Meta and webinar platforms.
• Create, test, and manage HubSpot email nurtures, one-off sends, and automation workflows that convert leads and grow customer relationships.
• Get creative with CTAs—experimenting with messaging, offers, and form strategies through A/B testing to drive stronger engagement and conversion.
• Ensure campaigns are tracked properly with UTMs, tags, and integrated reporting.Optimize and continuously iterate our monthly newsletter and keep our database growing, driving more engagement among existing customers and prospects.
• Build dashboards and reports across Google Sheets, HubSpot, Salesforce, and/or GA4 to measure performance against goals.
• Present findings in a clear, written format tailored to various audiences such as senior leadership, sales, and marketing etc., providing actionable insights into performance, areas for improvement, and ROI/ROAS optimization.
• Design and leverage lead scoring frameworks and attribution models to better qualify opportunities, improve sales alignment, and ensure smarter tracking and actioning of campaign impact.
• Continuously test new approaches, creative, and audience strategies to maximize efficiency.
• Work closely with Product Marketing, Content, and Sales to deliver integrated campaigns.
• Support website conversion optimization projects in collaboration with the Content, RevOps and website teams.
• Coordinate with third-party vendors—such as website agencies, digital ad partners, and platform reps (e.g., LinkedIn, Google)—to maximize campaign performance and ensure smooth execution.
• Regularly share results and learnings with the Marketing team and leadership in weekly or bi-weekly meetings.

Client Success Executive

Implementation Project Manager

Pricing Analyst

Senior Software Engineer, GenAI

Account Operations Associate

Strategic Account Manager – 3PL/Warehouse

Implementation Project Manager

Analytics Engineer, Data Analyst

Technical Support Engineer

Enterprise Account Executive

Mid-Market Account Executive

Senior Accountant

Demand Generation and Digital Marketing Lead