# Customer Success Manager (Global Remote | SaaS)

> Passion.io · Toronto, Canada (Remote) · — · Posted 2026-06-08

**Salary:** USD 40,000–50,000

**Workplace:** remote

## Description

### 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 **1**5,000+ 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.**

### 🎯 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
-   **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.**

## Requirements

### 🔍 What We’re Looking For

-   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**
-   Y**ou 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

### 🌎 Why You’ll Love Working Here

At Passion, we’re building a remote team that’s as **energized** as the creators we serve. **Here’s what makes working with us, well... kinda awesome 🤩**

💻 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

### 🌈 Your Passion.io Preview - Experience the Team Before You Join

1️⃣ **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!

2️⃣ **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  
3️⃣ **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.

4️⃣ **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.

5️⃣ **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.

### ✨ You In?

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!

👉 **Apply now** and let’s build something meaningful together 🤩

## Apply

[Apply at Passion.io](https://apply.workable.com/passionio/j/B89DB32A0F/apply)

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