Technical Customer Success Manager (Creator Economy) - Global Remote | SaaS in Manchester

Build It Clean. Launch It Right. Scale It Stable. 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. And, yes you guessed it. Where speed increases…. Complexity does too. Which means… 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. You diagnose. You optimize. You 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).
• 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

• 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.

If This Sounds Like You…

• 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

And… This?

• 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

A Quick Reality Check…

• 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.

So… Wondering What Success Looks Like?

• Apps launch smoothly with minimal store revisions
• Technical escalations decrease, and feature adoption increases across your portfolio
• Integration setups are smoother and faster
• Creators feel technically confident, supported and operating independently over time
• Product improvements are influenced by your insights
• Technical reliability drives long-term retention
• Documentation is structured and proactive

This is Customer Success - with technical depth. That’s leverage. That’s scale.

The Passion.io Experience: What We Do & How We Work

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.

Here’s what makes working with us, well… kinda awesome:

• 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

Your Passion.io Hiring Journey (So you know exactly what to expect)

We like clarity. And structure. You probably do too.

1. Discovery Call: Meet your Talent Guide - Real talk about your experience, how you think, and the kinds of technical problems you enjoy solving.
2. Diagnose & Design: A short, real-world platform scenario where you walk us through how you’d identify root causes, optimize configuration, and future-proof the build.
3. Technical Deep Dive: Meet your future Career Coach. We’ll explore your systems thinking, escalation judgment, platform fluency, and how you manage complexity across a technical portfolio.
4. Team Connect: Meet the CS crew. Swap ideas. Ask questions. Feel the vibe.
5. Systems & Scale Meet: We align on technical leverage points, how Technical Success Partnership increases feature adoption and strengthens long-term platform reliability.

This is about impact beyond tickets.. About building infrastructure, not just solving incidents.

Your “I Was Built For This” Moment Starts… Now. If you’ve been waiting for a Customer Success role where:

• You solve complexity with clarity
• Your instinct is to think in workflows, integrations, and optimization
• You influence how a fast‑scaling AI-powered platform evolves
• You operate at the intersection of technical depth and real customer impact

Then this isn’t “just another” CS role.

Apply. Show us how you diagnose, prioritize and improve systems. Let’s architect scalable creator growth - the smart way.