Customer Success Manager
New
P
Passion.ioSaaS EdTech
Toronto, Ontario, Canada. Cape Town, Western Cape, South Africa. Sydney, New South Wales, Australia. Bengaluru, Karnataka, India. Warsaw, Masovian Voivodeship, PolandFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Project ManagementData analyticsSaaSHubSpot
Requirements
- 3+ years in a high-touch CSM or Creator Success role.
- Experience in SaaS, EdTech, or the Creator Economy.
- Experience working in a startup or fast-scaling environment.
- Familiarity with lifecycle tools (e.g., Hubspot, Intercom, ChurnZero) and customer data platforms.
- Understanding of onboarding psychology, activation metrics, and the customer lifecycle.
- Ability to segment and personalize engagement across different creator journeys.
- Fluency in success metrics (NRR, health score, CSAT, NPS).
- Comfort with asynchronous communication tools (Loom, Notion, Slack).
- Strong project management skills including onboarding and renewals.
Responsibilities
- Own a portfolio of high-potential creators as they launch and grow their mobile apps.
- Design onboarding flows that turn early excitement into traction and revenue.
- Track creator health using NRR, engagement metrics, and behavior signals.
- Act proactively to identify friction and guide creators through roadblocks to prevent churn.
- Collaborate with Product and Marketing to advocate for the customer voice.
- Optimize lifecycle playbooks and test strategies to improve customer success KPIs.
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