Customer Success Manager

Passive is an AI-powered career discovery platform that helps professionals find better opportunities without the hassle of traditional job searching. The Customer Success Manager will ensure users have a seamless experience on the platform by engaging with them, improving user experience, and driving retention and engagement based on user feedback.

Responsibilities:

• Respond to user inquiries, issues, and feedback across channels (email, chat, etc.)
• Help users navigate the platform and understand how to get the most value
• Ensure a fast, thoughtful, and high-quality support experience
• Identify common pain points and friction in the user journey
• Work with product and engineering to help improve features and flows
• Help refine onboarding and user education
• Monitor user behavior and engagement patterns
• Identify opportunities to improve activation and retention
• Help design and implement strategies to increase user success
• Collect and synthesize user feedback
• Share insights with product, growth, and leadership teams
• Help prioritize improvements based on real user needs

Requirements:

• 2–5 years of experience in customer success, support, or a related role
• Strong communication and problem-solving skills
• Experience working with users in a SaaS or consumer product environment
• A user-first mindset and genuine empathy for customers
• Ability to work independently in a fast-paced startup environment
• Experience in early-stage startups
• Experience with B2C or marketplace products
• Familiarity with analytics or user behavior tools
• Interest in careers, recruiting, or the future of work