Customer Success Manager

Role Overview: As a Customer Success Manager at Passion.io, you will play a crucial role in empowering creators and championing their success. Your main focus will be on activation and retention strategies, guiding high-impact creators through their app journey to help them grow their business from idea to income. You will be responsible for owning a portfolio of creators, designing onboarding flows, tracking creator health metrics, and collaborating with Product and Marketing teams to enhance customer experience. Key Responsibilities: - Own and manage a portfolio of high-potential creators, serving as their go-to partner throughout their app launch and growth phases. - Design and implement onboarding flows that drive early excitement into tangible traction and revenue. - Monitor creator health using metrics like Net Revenue Retention (NRR), engagement metrics, and behavior signals, and take proactive steps to address any issues. - Identify potential sources of churn, proactively address friction points, and guide creators through challenges. - Collaborate with Product and Marketing teams to integrate customer feedback into product development. - Optimize lifecycle playbooks and experiment with strategies to improve customer success key performance indicators (KPIs) such as Net Promoter Score (NPS), Lifetime Value (LTV), and renewals. Qualifications Required: - 1-2+ years of experience in a high-touch Customer Success Manager or Creator Success role, preferably in SaaS, EdTech, or Creator Economy sectors. - Prior experience working in a startup or fast-scaling environment. - Familiarity with lifecycle tools such as Hubspot, Intercom, ChurnZero, etc., and customer data platforms. - Sound understanding of onboarding psychology, activation metrics, and the customer lifecycle. - Ability to segment and personalize engagement strategies for different creator journeys (e.g., DIY vs. concierge). - Blend of empathy and commercial acumen, knowing when to coach and when to close deals. - Proficiency in interpreting metrics like NRR, health score, Customer Satisfaction (CSAT), NPS, and utilizing data for strategic decision-making. - Comfortable using asynchronous communication tools like Loom, Notion, Slack, and documenting insights in a remote-first work environment. - Strong project management skills to effectively handle onboarding, renewals, and creator advocacy responsibilities. Please note: The company, Passion.io, emphasizes a remote-friendly work culture, team retreats, creative autonomy, career coaching opportunities, tech & co-working budget, ample vacation days, and paid parental leave. If you are passionate about creating exceptional customer experiences, supporting creators" growth, and contributing strategically to their success, we invite you to apply for this rewarding opportunity at Passion.io.,