Customer Success Manager

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 Requirements What We re Looking For 1 - 2 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 Benefits Why You ll Love Working Here At Passion we re building a remote team that s as energized as the creators we serve Here s what makes working with us well kinda awesome Fully remote freedom work from wherever Team retreats to meet your team IRL in places like Portugal Croatia Greece and beyond Creative Autonomy where your fingerprints are all over customer happiness and retention Real career coaching growth sprints you ll never be bored Tech Co-Working Budget to have access to the tools and spaces that fuel your focus Recharge Properly by enjoying 24 vacation days 10 Celebration Days for holidays that actually matter to you Paid Parental Leave because life work Your Passion io Preview - Experience the Team Before You Join 1 Discovery Call - Meet Monique your Talent Guide We ll chat about your experience what lights you up and how that fits with our mission to help creators thrive No pressure - just real talk 2 Show Us Your Style - Roll up your sleeves for a short practical task We ll send over a mini real-world scenario to see how you d work your CSM magic Think of it as your audition to show off your customer-savvy moves strategic thinking and success-driving spark 3 Deep Dive - Time to chat with your future Career Coach We ll zoom in on your past CSM wins how you build customer love and what makes your success playbook tick 4 Team Connect - Get to know your future CS crew and the awesome humans you ll work alongside It s your chance to vibe-check the team hear how we support creators and swap ideas 5 Strategy Sync - Dive into the big picture with our Head of CS You ll talk goals NRR levers playbook evolution and where we re heading next as a Success team Big Picture - This is where vision meets values Connect with senior leaders to explore how our mission culture and product roadmap align with your own aspirations You In If you re excited about creating magic moments for customers making creators feel seen and supported and being a strategic part of their business growth - we d love to meet you Apply now and let s build something meaningful together