Customer Success Manager, Passion.io
SaaS
No-code app builder
Be an early applicant
No-code app builder
101-200 employees
Be an early applicant
101-200 employees
Company mission
To give people the power to have more impact with their skills, and make the world more confident and passionate.
Role
Who you are
- We're looking for a Customer Success Manager who’s obsessed with outcomes, retention, and making creators feel like they’ve found their people
- 1 - 2+ 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
- If you're excited about creating magic moments for customers, making creators feel seen and supported, and being a strategic part of their business growth - we’d love to meet you!
What the job involves
- 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
- 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
- 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
Application process
- Discovery Call - Meet Monique, your Talent Guide 🌟 We’ll chat about your experience, what lights you up, and how that fits with our mission to help creators thrive. No pressure - just real talk!
- Show Us Your Style - Roll up your sleeves for a short, practical task. We’ll send over a mini real-world scenario to see how you’d work your CSM magic
- Think of it as your audition to show off your customer-savvy moves, strategic thinking, and success-driving spark
- Deep Dive - Time to chat with your future Career Coach! We’ll zoom in on your past CSM wins, how you build customer love, and what makes your success playbook tick
- Team Connect - Get to know your future CS crew and the awesome humans you’ll work alongside! It’s your chance to vibe-check the team, hear how we support creators, and swap ideas
- Strategy Sync - Dive into the big picture with our Head of CS. You’ll talk goals, NRR levers, playbook evolution, and where we’re heading next as a Success team
- Big Picture - This is where vision meets values. Connect with senior leaders to explore how our mission, culture, and product roadmap align with your own aspirations
Our take
The internet provides an invaluable platform for experts and educators to share their knowledge, in the form of training courses, workout videos, and other streamable content. However, creators usually resort to the convenience of hosting content through a third party, and with this comes limitations, restrictions, and hefty fees.
Passion.io provides a no-code online video content platform, enabling experts, course leaders, teachers, and instructors to design their own app with live streaming, push notifications, and interactive community functionalities. The platform's no-code framework enables users to customize and brand their digital experiences, without the need for coding knowledge or expensive assistance.
Whilst the company will face fierce competition from educational content platforms such as Skillshare and YouTube, Passion.io has been wise to recognize that content creators need bespoke and unrestricted solutions, without programming being involved. Through its no-code approach and unified suite of digital content tools, the company aims to increase accessibility to bespoke and interactive online experiences for both the creators and their audiences.
Steph
Company Specialist at Welcome to the Jungle
Insights
84% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2020
$2.8m
SERIES A
Jun 2020
$3m
SERIES A
Total funding: $6.5m
Company benefits
- 🌍 Remote-First - Work from anywhere in the world!
- ✈️ Global Gatherings - Meet the team in epic locations (Croatia, Portugal, Greece)
- 📈 Career Growth - Coaching, training, and conferences on us
- ⚡ Creative Freedom - Your ideas matter. Your work makes a real impact
- 🖥️ Tech Gear Budget - Get the setup you need to shine
- 🏝️ Time Off That Counts - 24 paid vacation days + 10 “Celebration Leave” days for the holidays you actually celebrate
- 👶 Paid Parental Leave - Because family first, always
Company HQ
Spring Branch West, Houston, TX
Leadership
Matthias Bellmann
(Co-Founder & CEO)Experience as Co-founder and Co-CEO of RegioJobs Europe from 2011 to 2015, and as Co-founder of kirondo GmbH from 2013 to 2015. CEO of Warp Internet since 2010.
Daniel Harvey
(Co-Founder & CRO)Sales Manager for In House Lettings Ltd. from 2014 to 2015. Head of Sales for Be Street Smart from 2015 to 2016.
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