Creator Success Manager

Company

Passion.io

Salary / Compensation

• Not specified

Overview / Job Description

Passion.io is a SaaS platform operating in the creator economy space, enabling over 15,000 creators to build and monetize mobile apps without coding. The platform supports more than 200,000 users and is expanding into AI-powered tools to help creators launch and scale digital businesses faster.

The Creator Success Manager role is a high-touch customer success position focused on guiding a portfolio of approximately 45 premium (primarily US-based) creators through onboarding, launch, monetization, and long-term retention. The goal is to ensure creators successfully build sustainable businesses on the platform while improving revenue outcomes, engagement, and churn reduction.

This role blends customer success, revenue strategy, lifecycle management, and business coaching. It requires strong commercial awareness, analytical thinking, and the ability to influence creator outcomes through structured advisory conversations.

Responsibilities

Creator Onboarding & Business Strategy

• Guide creators through onboarding and platform activation
• Help refine creator offers, pricing, and monetization strategies
• Support creators in structuring their digital products and business models
• Ensure successful first-time setup and early-stage engagement
• Identify friction points during onboarding and resolve them proactively

Launch & Funnel Optimization

• Review creator funnel strategies before product launches
• Identify risks in conversion flow and early churn signals
• Support creators in improving launch readiness and execution
• Provide feedback on landing pages, offers, and sales structure
• Help optimize revenue outcomes during launch cycles

Lifecycle Management & Retention

• Manage a portfolio of ~45 creators with ongoing success oversight
• Conduct structured business review sessions
• Execute lifecycle playbooks for engagement and retention
• Monitor NRR (Net Revenue Retention), engagement signals, and portfolio health metrics
• Identify at-risk creators and intervene proactively
• Improve long-term creator retention and satisfaction

Revenue Growth & Upselling

• Identify upsell and expansion opportunities through strategic conversations
• Support creators in scaling revenue and product offerings
• Guide commercial discussions around monetization and growth
• Contribute to renewal and expansion conversations
• Balance advisory support with commercial outcomes

Data, Analytics & Performance Tracking

• Track creator performance using CRM tools such as HubSpot
• Analyze engagement metrics and portfolio health indicators
• Use data to guide interventions and strategic recommendations
• Share insights and feedback with internal teams
• Support data-driven decision-making across lifecycle stages

Cross-Functional Collaboration

• Share creator feedback with Product and Marketing teams
• Collaborate on retention OKRs and platform improvements
• Contribute insights to improve onboarding and lifecycle systems
• Work closely with internal stakeholders to enhance user experience
• Help refine internal playbooks and success frameworks

Playbook Development & Process Improvement

• Improve onboarding, launch, and retention processes over time
• Contribute to scalable success frameworks
• Document best practices and repeatable strategies
• Help standardize creator success workflows
• Continuously refine lifecycle engagement strategies

Requirements

Experience

• 2+ years of experience in:
  • Customer Success (CSM)
  • Onboarding roles
  • Revenue-focused client management
• Experience advising clients on business strategy or monetization
• Experience working with SaaS or digital platforms
• Exposure to creator economy or digital entrepreneurship preferred
• Experience managing a portfolio of clients or accounts

Skills & Competencies

• Strong understanding of the creator economy (practical experience preferred)
• Commercial mindset with confidence in upselling and renewals
• Strong communication and relationship-building skills
• High emotional intelligence with empathetic but direct communication style
• Analytical thinking and data-driven decision-making
• Ability to run structured business review conversations
• Strong organizational and time management skills
• Ability to manage multiple accounts simultaneously
• Problem-solving and proactive intervention mindset

Technical Skills

• HubSpot (CRM)
• Lifecycle Management Systems
• Data Analytics & Reporting Tools
• Customer Success Platforms
• Funnel Analysis Tools
• Revenue Tracking (NRR, retention metrics)
• SaaS Platforms
• Automation & Workflow Tools

Preferred Qualifications

• Experience building or scaling a digital product or personal brand
• Experience coaching creators, entrepreneurs, or online business owners
• Familiarity with integrations, backend systems, or automation workflows
• Experience in SaaS customer success or revenue operations
• Background in digital marketing or product-led growth environments

Candidate Profile

You SHOULD Apply If

• You enjoy helping creators or entrepreneurs grow their businesses
• You are comfortable combining coaching with commercial responsibility
• You are confident discussing pricing, revenue, and monetization strategy
• You are highly analytical and data-driven in decision-making
• You excel at building long-term client relationships
• You thrive in structured yet dynamic SaaS environments
• You are proactive in identifying risks and opportunities
• You enjoy working with product and marketing teams to improve systems

You Should NOT Apply If

• You are uncomfortable with revenue or upsell conversations
• You prefer purely support-based roles without commercial targets
• You struggle with analyzing performance data or metrics
• You are inexperienced with SaaS or customer success environments
• You prefer reactive work instead of proactive portfolio management
• You are not comfortable managing multiple clients simultaneously

Other Information

Additional Benefits / Highlights

• Fully remote global role
• Work with a fast-growing creator economy SaaS platform
• Opportunity to influence creator success and business growth directly
• High ownership and autonomy over portfolio outcomes
• Access to training, coaching, and professional development
• Global team events (Croatia, Portugal, Greece)
• Tech gear budget for setup
• 24 paid vacation days + 10 celebration leave days
• Paid parental leave
• Strong culture of creative autonomy and experimentation