Passion.io’s goal is to make the world more confident and passionate. We do this by empowering Creators to launch highly impactful mobile apps for a fraction of the cost. We are an international remote team of 50 people, supporting 8,000+ Creators and 700k+ end-users from all over the world.
We have an exciting opportunity for a Customer Success Manager to join our team. If you are an experienced professional with 1 or more years experience interfacing directly with customers and able to use and apply playbooks and health scores to be successful in your current role - we would love to meet you!
What you'll bring to the team
- Technical role experience interfacing directly with customers is essential
- 1+ years’ experience in the role of CSM or similar (customer education, onboarding at SMB or Enterprise level)
- SaaS Direct experience
- Experience implementing or streamlining processes around CSM support cycle
- User experience with CSM tools (ie. Salesforce, Hubspot, Intercom, Zendesk etc)
- Experience using playbooks and health scores
- Tenacity and Grit to solve problems and improve quality of support to our key creators
- Customer obsessed mindset
- Upselling/closing skills
- Understanding key moments across the customer lifecycle that matter and how best to proactively engage
- Ability to customize/tailor support experience by segment / use case
- Technical ability *(from support side of product, API’s, Integrations, marketing, copy)
- Organization / planning skills
- Copywriting and Verbal Communication skills
- Fluent in English
NOTE: Willingness to work North American time zones is essential!!!!
What you'll be working on
- Managing a portfolio of our premium customers, across the entire lifecycle.
- Further test and improve playbooks, aligning to key moments that matter for time to value, feature adoption, expansion, and renewals.
- Really dig into data to pull actionable insights that help to guide and measure.
- Engage proactively with your clients, ensuring high engagement and activity rate from customers.
- Ensure your customers maintain high health scores, and proactively and creatively engage and solve for those who don’t.
- Collect and share insightful feedback from our customers back into other CS teams, marketing, and product.
- Work closely with other teams on cross-functional projects/OKRs aimed to improve retention.
What we offer you
