At Passion.io, we empower creators to build and monetize mobile apps without coding. We’re looking for a Technical Customer Success Manager to provide deep technical ownership and partnership to our creator customers. You will guide them through the entire journey—from app build and QA to App Store submission and long-term platform optimization—ensuring smooth launches and platform reliability.
What You'll Do
- Manage a portfolio of approximately 45 creators needing deeper technical partnership, primarily US-based.
- Troubleshoot complex platform configurations and diagnose root causes behind feature friction.
- Review integrations, automation logic, and backend setups to support scale.
- Guide creators through technical implementation decisions and App Store/Google Play submissions.
- Partner with Product and Engineering on advanced use cases and escalate technical blockers with structured documentation.
- Run technical launch-readiness reviews and validate new feature releases before wider rollout.
- Monitor compliance updates from Apple & Google and review crash logs and performance signals.
- Identify recurring friction patterns and improve implementation playbooks and technical best practices.
- Support expansion conversations with technical credibility and ensure adoption of SDK updates or platform changes.
- Refine technical onboarding playbooks and improve QA and submission workflows over time.
- Reduce bug volume and technical churn drivers through smarter process design.
- Strengthen scalable documentation systems and internal knowledge loops.
- Increase feature adoption by proactively supporting customers through major version upgrades.
What We're Looking For
- At least 2+ years in Technical CSM, Solutions, or SaaS implementation roles.
- Proven experience supporting SaaS or app-based platforms.
- Confident discussing APIs, integrations, and automation logic.
- Experience managing multiple concurrent launches.
- Experience supporting customers through platform configuration and translating complexity into clarity.
- Structured, analytical, and calm under ambiguity.
- Experience with high-touch customer experience.
- Strong written documentation skills.
- Ability to see patterns before they become recurring issues.
Nice to Have
- Experience working in no-code / low-code ecosystems.
- Comfortable with provisioning profiles, certificates, and metadata.
- Understanding of backend logic (without writing production code).
- Experience supporting Apple App Store / Google Play submissions.
- Experience reviewing logs or crash reports.
- Enjoys diagnosing systems more than reacting emotionally.
- Thinks in workflows, not just conversations.
- Thrives in fast-moving product startup / scale-up environments.
Team & Environment
You will partner cross-functionally with Product & Engineering teams to drive customer success.
Benefits & Compensation
- Fully remote freedom (work from wherever).
- Global Gatherings - Meet the team in person in epic locations.
- Career Growth - Actual Career Coaching, training, and conferences on us.
- Autonomy with impact - your thinking directly shapes how creators build and scale.
- Tech Gear Budget.
- 24 paid vacation days + 10 'Celebration Leave' days for holidays you actually celebrate.
- Paid Parental Leave.
Work Mode
This is a fully remote role open globally.
Passion.io is an equal opportunity employer.
