About Passive
You’re great at what you do — but finding the next step in your career shouldn’t feel like another job.
Passive is an AI-powered career discovery platform built for professionals who are open to better opportunities but don’t have time to grind through job boards.
Instead of spending hours searching listings, researching companies, and tailoring resumes, Passive removes the friction from career discovery. Users can discover AI-curated opportunities, explore rich company profiles that reveal the real employee experience, tailor their resume instantly, and apply in seconds.
We’re building a product designed to genuinely help people level up their careers — and customer success is central to delivering on that promise.
The Role
We’re looking for a Customer Success Manager to ensure users have a seamless, valuable experience on Passive.
This is not a traditional support role.
You’ll be responsible for:
- Helping users get the most value out of the platform
- Identifying friction points in the user journey
- Acting as the voice of the user internally
- Improving retention, engagement, and overall user satisfaction
You’ll work closely with product, growth, and leadership to help shape how Passive evolves based on real user feedback.
What You’ll Do
Support and Engage Users
- 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
Improve the User 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
Drive Retention and Engagement
- Monitor user behavior and engagement patterns
- Identify opportunities to improve activation and retention
- Help design and implement strategies to increase user success
Act as the Voice of the Customer
- Collect and synthesize user feedback
- Share insights with product, growth, and leadership teams
- Help prioritize improvements based on real user needs
What We’re Looking For
You may be a great fit if you have:
- 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
Bonus if you have:
- 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
How You Work
- You’re empathetic and user-focused
- You communicate clearly and thoughtfully
- You’re proactive in identifying and solving problems
- You care about delivering real value to users
- You’re comfortable working in a fast-moving environment
Why Join Passive
- Help build a product that genuinely improves people’s careers
- Work closely with founders and product teams
- Have a direct impact on user experience and retention
- Remote-friendly, flexible work environment
- Opportunity to grow with the company
