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.