Customer Success Manager (Global Remote | SaaS)

Empower creators. Champion their success. Scale impact. 💥

We’re Passion.io -  and we’re on a mission to make the world more confident and passionate. Our app-building platform helps 15,000+ Creators share their brilliance with over200,000 users (and counting!) worldwide. We're now looking for a Customer Success Manager who’s obsessed with outcomes, retention, and making creators feel like they’ve found their people.

But…..  This isn’t your average CSM role. 

You won’t just be responding to tickets or sending check-ins -  you’ll be an activation and retention strategist, guiding high-impact creators through their app journey and helping them grow their business from idea to income.

🎯 What You’ll Actually Be Doing

💡 Your zone of genius: onboarding + retention + strategic touch-points.  

• Own a portfolio of high-potential creators -  be their go-to partner as they launch and grow their mobile apps
• Design onboarding flows that turn early excitement into real traction (and revenue!)
• Track creator health using NRR, engagement metrics, and behavior signals - and act fast when things shift
• Get ahead of churn by proactively spotting friction and guiding creators through roadblocks
• Collaborate with Product and Marketing to bring the voice of the customer into everything we build
• Optimize lifecycle playbooks and test ways to improve customer success KPIs (NPS, LTV, renewals)

🚀 Your Mission? You’ll be the voice, brain, and heart behind every successful creator.

🔍 What We’re Looking For

• 3+ years in a high-touch CSM or Creator Success role (SaaS, EdTech, or Creator Economy preferred)
• Experience working in a startup or fast-scaling environment
• Familiarity with lifecycle tools (Hubspot, Intercom, ChurnZero, etc.) and customer data platforms
• Clear understanding of onboarding psychology, activation metrics, and the customer lifecycle
• Ability to segment and personalize engagement across different creator journeys (DIY vs. concierge)
• A mix of empathy + commercial acumen -  you know when to coach, and when to close
• You speak metrics fluently (NRR, health score, CSAT, NPS) and use data to drive strategy
• Comfort using async tools (Loom, Notion, Slack) and documenting insights in a remote-first way
• Strong project management skills - you can juggle onboarding, renewals, and creator advocacy like a pro