Customer Success Manager - Growth & Monetisation (Global Remote | SaaS)

Empower creators. Champion their success. Scale impact. 💥

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We’re Passion.io -  and we’re on a mission to make the world more confident and passionate. Our app-building platform helps 1 5,000+ Creators share their brilliance with over200,000 users (and counting!) worldwide. We're now looking for a Customer Success Manager who’s obsessed with outcomes, retention, and making creators feel like they’ve found their people.

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But…..  This isn’t your average CSM role.

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You won’t just be responding to tickets or sending check-ins - you’ll be an activation and retention strategist , guiding high-impact creators through their app journey and helping them grow their business from idea to income.

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This role is especially suited to someone who enjoys helping creators think like business owners - translating ideas into monetisable products, simplifying systems , and guiding creators toward sustainable growth . You don’t need to be deeply technical, but you do enjoy understanding how things work behind the scenes and aren’t afraid of workflows, automations, or backend logic.

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🎯 What You’ll Actually Be Doing

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💡 Your zone of genius: onboarding + retention + strategic touch-points.

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• Own a portfolio of high-potential creators -  be their go-to partner as they launch and grow their mobile apps
• Support creators with business-focused decision-making - pricing, packaging, offers, and growth strategy (not just product usage)
• Help troubleshoot or guide creators through high-level backend flows (automations, integrations, onboarding logic) in partnership with Product or Support
• Act as a bridge between creator intent and platform execution , helping creators simplify systems so they can scale
• 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)

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🚀 Your Mission? You’ll be the voice, brain, and heart behind every successful creator.