Passion.io

• 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)

• You’ll manage a portfolio of ±45 creators who need deeper technical partnership -primarily US-based (so yes, EST/PST is part of your rhythm). • Troubleshooting complex platform configurations • Reviewing integrations and automation logic • Advising on backend setup to support scale • Diagnosing root causes behind feature friction • Guiding creators through technical implementation decisions • Partnering with Product on advanced use cases • Translating technical possibilities into clear action • Escalating technical blockers with structured documentation • Ensuring adoption of SDK updates or platform changes • Run technical launch-readiness reviews • Review crash logs and performance signals • Identifying recurring friction patterns across portfolios • Escalating true platform issues with clarity and context • Validate new feature releases before wider rollout • Monitor compliance updates from Apple & Google • Documenting technical best practices • Improving implementation playbooks • Supporting expansion conversations with technical credibility • Partnering cross-functionally with Product & Engineering to strengthen platform reliability

• You’ll manage ±45 premium creators - primarily US-based (so yes, EST/PST is part of your rhythm). • Guiding a creator through refining their offer and pricing • Reviewing funnel strategy before a launch • Spotting early churn signals in your portfolio • Documenting progress and revenue milestones • Jumping on a momentum call where you challenge thinking (with care and clarity) • Ensuring creators are leveraging new product features • Running structured business review sessions • Executing and refining lifecycle playbooks • Monitoring NRR, engagement signals, and health scores • Identifying upsell opportunities naturally through strategy • Sharing creator feedback with Product & Marketing • Collaborating cross-functionally on retention OKRs

• Manage a portfolio of ±45 creators who need deeper technical partnership -primarily US-based (so yes, EST/PST is part of your rhythm). • Troubleshooting complex platform configurations • Reviewing integrations and automation logic • Advising on backend setup to support scale • Diagnosing root causes behind feature friction • Guiding creators through technical implementation decisions • Partnering with Product on advanced use cases • Translating technical possibilities into clear action • Escalating technical blockers with structured documentation • Ensuring adoption of SDK updates or platform changes • Run technical launch-readiness reviews • Review crash logs and performance signals • Identifying recurring friction patterns across portfolios • Escalating true platform issues with clarity and context • Validate new feature releases before wider rollout • Monitor compliance updates from Apple & Google • Documenting technical best practices • Improving implementation playbooks • Supporting expansion conversations with technical credibility • Partnering cross-functionally with Product & Engineering to strengthen platform reliability

Role Description 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 over 200,000 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. 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). Qualifications - 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 - 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. Company Description At Passion, we’re building a remote team that’s as energized as the creators we serve.

Role Description Creators move fast. But when things break, lag, misfire, or fail to integrate? Momentum stalls. That’s where you come in. You don’t just love the launch moment. You love what happens before it. - The structure. - The configuration. - The “let’s make sure this passes review the first time.” At Passion.io, we’re evolving fast - rolling out AI-powered features that accelerate how creators build and scale their apps. This isn’t traditional Customer Success either. This is technical ownership inside a high-growth creator platform. This role exists to guide customers through: - Build - QA - App Store submission - Optimisation - Long-term stability So launches feel smooth, not stressful. Not Reactive. Reliable. You don’t just answer “how-to” questions. - Diagnose. - Optimize. - Future-proof. A Day in Your Launch Pipeline You’ll manage a portfolio of ±45 creators who need deeper technical partnership - primarily US-based (so yes, EST/PST is part of your rhythm). On any given day, you’re: - Troubleshooting complex platform configurations - Reviewing integrations and automation logic - Advising on backend setup to support scale - Diagnosing root causes behind feature friction - Guiding creators through technical implementation decisions - Partnering with Product on advanced use cases - Translating technical possibilities into clear action - Escalating technical blockers with structured documentation - Ensuring adoption of SDK updates or platform changes You’re not patching issues. You’re engineering smoother outcomes. A Week in Your System - Run technical launch-readiness reviews - Review crash logs and performance signals - Identifying recurring friction patterns across portfolios - Escalating true platform issues with clarity and context - Validate new feature releases before wider rollout - Monitor compliance updates from Apple & Google - Documenting technical best practices - Improving implementation playbooks - Supporting expansion conversations with technical credibility - Partnering cross-functionally with Product & Engineering to strengthen platform reliability This is high-trust. High-context. High-impact. The Long-Term Architecture Over time, you will: - Refine technical onboarding playbooks - Reduce bug volume and technical churn drivers through smarter process design - Improve QA and submission workflows - Increase feature adoption through clarity by proactively supporting customers through major version upgrades - Shorten time-to-launch for complex builds - Improve integration success rates - Strengthen scalable documentation systems and internal knowledge loops - Elevate the technical maturity of the creator base You’re not just solving tickets. You’re improving the architecture of success. Qualifications - Spent at least 2+ years in Technical CSM, Solutions, or SaaS implementation roles - Have stories to tell and results to prove your Success Super Powers in supporting SaaS or app-based platforms - You’re confident discussing APIs, integrations, automation logic - Crafted the art of managing multiple concurrent launches - You’ve supported customers through platform configuration ↔️ translate complexity into clarity - You are structured, analytical, and calm under ambiguity - High-touch customer experience is your zone - You’re proud to say, “I have strong written documentation skills” - Your mind is trained to see patterns before they become recurring issues If This Sounds Like You… - You’ve worked in no-code / low-code ecosystems - You’re super comfortable with provisioning profiles, certificates, metadata - You understand backend logic even if you’re not writing production code - You say, “No Problem” confidently when required to: - Support Apple App Store / Google Play submissions - Review logs or crash reports - You enjoy diagnosing systems more than reacting emotionally - You think in workflows, not just conversations - You thrive in fast-moving product startup / scale-up environments Requirements - This is not first-line support. You won’t live in reactive ticket queues. - You’ll handle complexity. You’ll influence product evolution. You’ll build scalable technical systems that reduce friction at scale. - If you love clarity, systems thinking, and platform leverage - You’re in the right place. Benefits - Fully remote freedom (work from wherever) - Global Gatherings - Meet the team IRL in epic locations (Croatia, Portugal, Greece… we like good views) - Career Growth - Actual Career Coaching, training, and conferences on us - Autonomy with impact - your thinking directly shapes how creators build and scale - Tech Gear Budget - Because high-performance systems start with yours - 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. - Join a global crew shaping the future of creator-led apps Company Description At Passion.io, we’re on a mission to empower creators to build and monetize their own mobile apps - without coding. Our platform lets 15,000+ creators launch their own mobile apps and teach their passion - no code, no hassle, just impact. Over 200,000 users (and counting!) are using the apps they’ve built. And since we’re building AI-powered features that accelerate how creators launch and scale - this means you’ll be working at the frontier of where the creator economy is heading next. You’ll be part of a fast-moving, fully-remote crew spread across the globe, passionate about growth and building tools that change lives.

Role Description Build Creators Who Don’t Just Launch - They Last. 🚀 You know that shift. When a creator stops saying “I’m building something…” and starts saying “I’m scaling something.” That moment? That’s your territory. At Passion.io, we’re building at the frontier of the creator economy. We’re rolling out AI-powered features that radically accelerate how creators build, launch, and scale inside our platform - and you’ll be part of that evolution. 🔄 This role exists to guide creators through onboarding, launch, monetisation, and retention - so they don’t just publish an app… They build a business that lasts. - Not just hype. - Not just downloads. - Revenue. Renewal. Reputation. Now, we’re doubling down. Which means… This isn’t traditional Customer Success. We need someone who understands: - Audience growth - Offer positioning - Monetization psychology - Revenue strategy and conversations - What it actually takes to scale a personal brand You don’t wait for churn signals. You design momentum before they happen. If you’ve lived inside the creator economy - built something, coached something, launched something - keep reading. This one’s for you 😉 Qualifications - 2+ years in CSM, onboarding, or revenue-focused client roles - Advised customers on business or monetisation strategy - Understanding of the creator economy (practically) - Commercially confident (upsell and renewal conversations energise you) - Balance empathy with empathetic directness - High emotional intelligence & structured thinking - Design success plans, not just follow them - Experience in high-touch environments where ownership matters - Comfortable with CRMs (HubSpot etc.) and portfolio health tracking Requirements - Built or scaled your own digital product or personal brand - Coached creators or entrepreneurs - Think in NRR, expansion, and revenue impact - Pragmatic with the ability to customize support by use case - Understanding of lifecycle triggers & health scores - Analytical; data-led decision making - Technically comfortable discussing integrations, backend logic, or automations - Thrive in fast-moving startup environments Benefits - Fully remote freedom (work from wherever) - Global Gatherings - Meet the team in epic locations (Croatia, Portugal, Greece… we like good views 😉) - Career Growth - Coaching, training, and conferences on us - Creative autonomy - your fingerprints are all over growth - 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. - Join a global crew shaping the future of creator-led apps Company Description At Passion.io, we’re on a mission to empower creators to build and monetize their own mobile apps - without coding. Our platform lets 15,000+ creators launch their own mobile apps and teach their passion - no code, no hassle, just impact. Over 200,000 users (and counting!) are using the apps they’ve built. You’ll be part of a fast-moving, fully-remote crew spread across the globe, passionate about growth and building tools that change lives.