Customer Success Manager (Global Remote - SaaS)

About the role

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 1 5,000+ 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 Y ou 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 🌎 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 1️⃣ 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! 2️⃣ 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 3️⃣ 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. 4️⃣ 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. 5️⃣ 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 🤩

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