Customer Success Manager – Global Remote, SaaS

Passion.io

Customer Success Manager at Passion.io for guiding creators through their app journey and enhancing engagement. Collaborating with teams to optimize customer success strategies.

Posted 6/8/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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)

Requirements

What you’ll need

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

Benefits

Comp & perks

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
Recharge Properly by enjoying 24 vacation days + 10 "Celebration Days" for holidays that actually matter to you.
Paid Parental Leave because life > work

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer success managementonboarding designengagement metricsactivation metricscustomer lifecycledata analysisproject managementchurn reduction strategiescreator journey segmentationKPI optimization

Soft Skills

empathycommercial acumencommunicationcollaborationproblem-solvingadaptabilitystrategic thinkingcustomer advocacycoachingtime management