Customer Success Manager (Global Remote | SaaS)

Passion.io • Toronto, ON

1d • Remote

About The Position

We’re Passion.io, an app-building platform helping over 15,000 Creators share their brilliance with over 200,000 users worldwide. We are looking for a Customer Success Manager who is obsessed with outcomes, retention, and making creators feel like they’ve found their people. This role is not about responding to tickets or sending check-ins; it's about being an activation and retention strategist, guiding high-impact creators through their app journey and helping them grow their business from idea to income. You will own a portfolio of high-potential creators, be their go-to partner as they launch and grow their mobile apps, and design onboarding flows that turn early excitement into real traction and revenue. You will track creator health using NRR, engagement metrics, and behavior signals, and act fast when things shift. You will get ahead of churn by proactively spotting friction and guiding creators through roadblocks, and collaborate with Product and Marketing to bring the voice of the customer into everything we build. You will also optimize lifecycle playbooks and test ways to improve customer success KPIs (NPS, LTV, renewals). Your mission is to be the voice, brain, and heart behind every successful creator.

Requirements

• 3+ years in a high-touch CSM or Creator Success role (SaaS, EdTech, or Creator Economy preferred)
• 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 + commercial acumen - you know when to coach, and when to close
• 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 - you can juggle onboarding, renewals, and creator advocacy like a pro

Responsibilities

• Own a portfolio of high-potential creators - be their go-to partner as they launch and grow their 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)

Benefits

• Fully remote freedom (work from wherever)
• Team retreats to meet your team IRL in places like Portugal, Croatia & Greece and beyond
• Creative Autonomy where your fingerprints are all over customer happiness and retention
• Real career coaching + growth sprints (you’ll never be bored)
• Tech & Co-Working Budget to have access to the tools and spaces that fuel your focus
• 24 vacation days + 10 "Celebration Days" for holidays that actually matter to you
• Paid Parental Leave because life > work

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed