Creator Success Manager; Business & Monetisation - Fully Remote | SaaS

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.

, 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

→ And 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 😉

You’ll manage ±45 premium creators - primarily US-based (so yes, EST/PST is part of your rhythm).

On any given day, you’re:

• 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

✅ You’re not reacting. You’re steering.

✅ You’re commercially aware.

✅ You treat their growth like it’s partly yours.

• 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

This is high-touch. But it’s also high-impact, high-ownership. ❤️‍🔥

Over time, you will:

• Refine onboarding, launch & retention playbooks
• Strengthen scalable high-touch systems
• Turn creators into brand advocates
• Reduce churn through proactive strategy
• Increase expansion revenue through smart positioning
• Contribute meaningfully to how Customer Success evolves at Passion

You’re not just maintaining accounts. You’re shaping outcomes. ⚡

Requirements

• You have 2+ years in CSM, onboarding, or revenue-focused client roles
• You’ve advised customers on business or monetisation strategy
• You understand the creator economy (not just conceptually - practically)
• You’re commercially confident (upsell and renewal conversations energise you)
• You balance empathy with empathetic directness.
• You naturally apply high emotional intelligence & structured thinking
• You design success plans, not just follow them
• You’ve worked in high-touch environments where ownership matters
• You’re comfortable with CRMs (Hub Spot etc.) and portfolio health tracking

• You’ve built or scaled your own digital product or personal brand
• You’ve coached creators or entrepreneurs
• You think in NRR, expansion, and revenue impact
• You are pragmatic and have the ability to customize support by use case
• You understand lifecycle triggers & health scores
• You’re analytical. Decisions you make are data-led
• You’re technically comfortable discussing integrations, backend logic, or automations
• You thrive in fast-moving startup environments

• This role isn’t about reactive ticket queues
• Your playground is powerful revenue conversations
• You’re confident drawing the line between empathy and clarity
• You crave ownership
• You see each creator’s success as shared success

If that excites you - you’re in the right place.

• Creators stay, grow, renew - and rave about working with you!
• Your portfolio shows stable, predictable, growing NRR
• Creators see you as a strategic business partner
• Portfolio health scores are…