At Passion.io, we're building a remote team energized by our mission to make the world more confident and passionate. We're looking for a Customer Success Manager to be the go-to partner for high-potential creators using our platform. You'll guide them from onboarding to growth, acting as an activation and retention strategist and the voice of the customer.
What You'll Do
- Own a portfolio of high-potential creators as their go-to partner for launching and growing 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).
What We're Looking For
- 1 - 2+ years in a high-touch CSM or Creator Success role.
- 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 plus commercial acumen.
- 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 to juggle onboarding, renewals, and creator advocacy.
Nice to Have
- Experience in SaaS, EdTech, or the Creator Economy.
Technical Stack
- Hubspot
- Intercom
- ChurnZero
- Loom
- Notion
- Slack
Team & Environment
Part of the Customer Success team reporting to the Head of CS.
Benefits & Compensation
- Fully remote freedom (work from wherever).
- Team retreats to meet your team IRL in places like Portugal, Croatia & Greece.
- Creative Autonomy where your fingerprints are all over customer happiness and retention.
- Real career coaching plus growth sprints.
- Tech & Co-Working Budget for tools and spaces.
- 24 vacation days plus 10 'Celebration Days' for holidays that matter to you.
- Paid Parental Leave.
Work Mode
This is a fully remote role open to candidates globally.
Passion.io is an equal opportunity employer.
