Customer Success Manager (Global Remote | SaaS)

1 month ago
Full-time
Mid Level
Customer and Technical Support
Passion.io

Passion.io

Passion.io: The #1 App Builder for Creators & Coaches, empowering individuals to turn their passions into mobile apps with no coding required. Learn from successful influencers and create communities to push boundaries and revolutionize your industry.

Internet Software & Services
51-250
Founded 2016

Description

  • Own a portfolio of high-potential creators and serve as their primary partner throughout the app launch and growth journey.
  • Design onboarding flows that help creators move from early excitement to traction and revenue.
  • Monitor creator health using retention and engagement metrics, and respond quickly when performance changes.
  • Proactively identify friction points and help creators overcome roadblocks before churn occurs.
  • Collaborate with Product and Marketing to incorporate the customer voice into company initiatives.
  • Optimize lifecycle playbooks and test improvements to customer success metrics such as NPS, LTV, and renewals.
  • Tailor engagement strategies across different creator journeys, including DIY and concierge experiences.
  • Manage onboarding, renewals, and creator advocacy in a remote-first environment.
  • Use customer insights and behavior signals to guide retention strategy and strategic touchpoints.

Requirements

  • 3+ years of experience in a high-touch Customer Success Manager or Creator Success role.
  • Experience in SaaS, EdTech, or the Creator Economy is preferred.
  • Experience working in a startup or fast-scaling environment.
  • Familiarity with lifecycle tools such as HubSpot, Intercom, and ChurnZero, as well as customer data platforms.
  • Strong understanding of onboarding psychology, activation metrics, and the customer lifecycle.
  • Ability to segment and personalize customer engagement across different creator journeys.
  • A balance of empathy and commercial acumen, with the ability to coach when needed and close when appropriate.
  • Comfort working with metrics such as NRR, health score, CSAT, and NPS.
  • Experience using async collaboration tools such as Loom, Notion, and Slack in a remote-first environment.
  • Strong project management skills with the ability to juggle multiple priorities.
  • Preferred alignment with a remote-first, creator-focused company environment.

Benefits

  • Fully remote work from anywhere.
  • Team retreats in locations such as Portugal, Croatia, and Greece.
  • Creative autonomy with ownership over customer happiness and retention.
  • Real career coaching and growth sprints.
  • Tech and co-working budget to support your workflow.
  • 24 vacation days plus 10 Celebration Days.
  • Paid parental leave.

Interested in this position?

Apply directly on the company website

Apply Now

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