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

Empower creators. Champion their success. Scale impact. 💥

We’re Passion.io -  and we’re on a mission to make the world more confident and passionate. Our app-building platform helps 15,000+ 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.

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

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.

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.

🎯 What You’ll Actually Be Doing

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

• 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)

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