Customer Success Manager – Global, SaaS

August 25

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Passion.io

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SaaS • B2C • Education

Passion. io is a platform that enables creators, educators, and coaches to build and launch their own mobile apps without the need for coding. It provides a powerful app builder with features such as on-demand content, interactive courses, live streaming, goal tracking, and community engagement tools. The platform supports monetization through subscriptions, in-app purchases, and scheduling. Passion. io is designed to help creators turn their passions into profitable digital products by reducing the time and cost associated with traditional app development.

51 - 200 employees

☁️ SaaS

👥 B2C

📚 Education

📋 Description

• 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 • 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.