Technical Customer Success Manager (Creator Economy) - Global Remote | SaaS
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. β’ The structure. Γ’ 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 β QA β App Store submission β optimisation β 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 Β±45 creators who need deeper technical partnership -primarily US-based (so yes, EST/PST is part of your rhythm). On any given day, you're: β’ Troubleshooting complex platform configurations β’ Reviewing integrations and automation logic β’ Advising on backend setup to support scale β’ Diagnosing root causes behind feature friction β’ Guiding creators through technical implementation decisions β’ Partnering with Product on advanced use cases β’ Translating technical possibilities into clear action β’ Escalating technical blockers with structured documentation β’ Ensuring adoption of SDK updates or platform changes You're not patching issues. You're engineering smoother outcomes. Γ°ΕΈβ A Week in Your System β’ Run technical launch-readiness reviews β’ Review crash logs and performance signals β’ Identifying recurring friction patterns across portfolios β’ Escalating true platform issues with clarity and context β’ Validate new feature releases before wider rollout β’ Monitor compliance updates from Apple & Google β’ Documenting technical best practices β’ Improving implementation playbooks β’ Supporting expansion conversations with technical credibility β’ Partnering cross-functionally with Product & Engineering to strengthen platform reliability This is high-trust. High-context. High-impact. The Long-Term Architecture Over time, you will: β’ Refine technical onboarding playbooks β’ Reduce bug volume and technical churn drivers through smarter process design β’ Improve QA and submission workflows β’ Increase feature adoption through clarity by proactively supporting customers through major version upgrades β’ Shorten time-to-launch for complex builds β’ Improve integration success rates β’ Strengthen scalable documentation systems and internal knowledge loops β’ Elevate the technical maturity of the creator base You're not just solving tickets. You're improving the architecture of success. Requirements If This Sounds Like You... β’ Spent at least 2+ years in Technical CSM, Solutions, or SaaS implementation roles β’ Have stories to tell and results to prove your Success Super Powers in supporting SaaS or app-based platforms β’ You're confident discussing APIs, integrations, automation logic β’ Crafted the art of managing multiple concurrent launches β’ You've supported customers through platform configuration β translate complexity into clarity β’ You are structured, analytical, and calm under ambiguity β’ High-touch customer experience is your zone β’ You're proud to say, "I have strong written documentation skills" β’ Your mind is trained to see patterns before they become recurring issues And... This? ... Mic Drop ! We'd dream to meet you 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: β’ Support Apple App Store / Google Play submissions β’ 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? You'll know you're crushing it when β’ Apps launch smoothly with minimal store revisions β’ Technical escalations decreases, and feature adoption increases across your portfolio β’ Integration setups are smoother and faster β’ Creators feel technically confident, supported and operating independently over time β’ Product improvements are influenced by your insights β’ Technical reliability drives long-term retention β’ Documentation is structured and proactive This is Custo