Customer Success Manager at Passion.io

About Passion.io

Passion.io is an app-building platform that helps creators build and grow mobile apps used by thousands of creators and hundreds of thousands of users worldwide. We are a remote-first company focused on empowering creators to monetize their expertise and scale their businesses. Our team values autonomy, creative problem solving, and measurable impact for customers.

Role overview

As a Customer Success Manager at Passion.io you will be an activation and retention strategist who partners with high-potential creators to guide them from idea to income. This is a high-touch role focused on onboarding, engagement, and long-term retention. You will own a portfolio of creators, design onboarding flows, and collaborate across Product and Marketing to improve lifecycle outcomes.

What you’ll actually be doing

• Own a portfolio of high-potential creators and act as their strategic partner through launch and growth.
• Design and run onboarding flows that convert early excitement into traction, activation, and revenue.
• Monitor creator health using NRR, engagement metrics, and behavior signals, and take proactive actions when indicators shift.
• Identify churn risk, remove friction, and guide creators through blockers to maximize retention.
• Collaborate with Product and Marketing to bring customer insights into product direction and lifecycle messaging.
• Optimize lifecycle playbooks and run experiments to improve KPIs such as NPS, LTV, and renewals.

Requirements

• 1-2+ years in a high-touch Customer Success, Creator Success, or similar role, preferably in SaaS, EdTech, or the creator economy.
• Experience with lifecycle and engagement tools such as HubSpot, Intercom, ChurnZero, or similar customer data platforms.
• Strong understanding of onboarding psychology, activation metrics, and customer lifecycle management.
• Ability to segment customers and personalize engagement across different journeys, from DIY to concierge models.
• Comfort using async collaboration tools like Loom, Notion, and Slack, and documenting insights in a remote-first environment.
• Excellent project management skills, empathy, and commercial acumen to balance coaching and business outcomes.

What we’re looking for

• Data-driven approach to customer success, fluent with metrics like NRR, health score, CSAT and NPS.
• Strong communication and relationship building abilities.
• Experience working in a fast-scaling startup environment and willingness to iterate on processes and playbooks.
• Curiosity about the creator economy and eagerness to help creators grow their businesses.

Nice to have

• Experience with creator platforms or publishing products.
• Familiarity with lifecycle automation, segmentation strategies, or product-led growth.
• Experience using analytics or customer success tooling to drive retention experiments.

Benefits and perks

• Fully remote work - work from wherever you are.
• Team retreats to meet the team in-person at locations like Portugal, Croatia, and Greece.
• Creative autonomy and ownership over customer outcomes.
• Tech and co-working budget to support productivity and focus.
• 24 vacation days plus 10 celebration days for meaningful holidays.
• Paid parental leave and other family-friendly supports.
• Learning and development support to accelerate your career growth.

Hiring process

1. Discovery call with the Senior Talent Manager to align on experience and fit.
2. Short practical task to demonstrate your approach to a real-world customer success scenario.
3. Deep dive interview with the Head of Customer Success on past wins and strategy.
4. Team connect to meet future colleagues and assess cultural fit.
5. Strategy sync with the Head of CS to align on NRR levers and playbook evolution.

How to apply

Apply via the job page by submitting your resume and any relevant examples of your customer success work. If you care deeply about creators, retention, and building long-term relationships, we want to meet you.