Department: Customer Service and Client Relations
Work Arrangement: Remote
Job Type: Independent Contractor, Full Time
Work Schedule: US Time Zone (candidate expected to be flexible with the client's preference)
Locations: Philippines, LATAM, South Africa, Kenya, and other remote regions with excellent English communication skills
About Pearl Talent
Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They're looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we've hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.
Hear why we exist, what we believe in, and who we're building for: WATCH HERE
Why Work with Us?
At Pearl, we're not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.
Role Overview
The Account Manager serves as the key custodian of the client experience, owning post-sale relationships and ensuring long-term client satisfaction, retention, and growth. This role goes beyond traditional account management—you'll build white-glove relationships with vendors, contractors, healthcare providers, and B2B clients across diverse industries including SaaS, construction tech, healthcare AI, and social commerce platforms. You'll act as the internal voice of your clients, capturing feedback, anticipating needs, driving product adoption, and identifying opportunities for expansion and referrals while maintaining the highest standards of service excellence.
Your Impact
Your work will directly influence client retention, satisfaction, and revenue growth by ensuring every account receives exceptional, personalized support. You'll transform trial users into long-term subscribers and turn satisfied clients into brand advocates who provide referrals. By deeply understanding client needs and surfacing feedback to product teams, you'll shape product direction and improve offerings. Your ability to build trust, maintain detailed client insights, and provide strategic guidance will strengthen partnerships that drive sustainable business growth. In fast-growing startups, you'll be instrumental in scaling the client experience while maintaining the personal touch that sets companies apart.
Core Responsibilities
Account Relationship Management & Client Success (35%)
- Own and manage post-sale relationships with 20-30 client accounts concurrently
- Serve as primary point of contact for assigned clients, ensuring high satisfaction and retention
- Build detailed understanding of each client's business goals, needs, tone, and preferences
- Develop and maintain strong, trust-based relationships with vendors, contractors, and healthcare providers
- Act as strategic partner understanding clients' objectives and proactively offering solutions
- Conduct regular check-ins, business reviews, and relationship-building touchpoints
- Ensure clients receive immediate value and see ROI from products or services
- Build rapport through polished, warm, and professionally presentable client interactions
Client Onboarding & Product Adoption (25%)
- Conduct structured onboarding and re-onboarding processes that feel personalized and elite
- Build detailed onboarding plans, playbooks, and SOPs for consistent client experiences
- Guide users through product activation and ensure seamless adoption
- Provide education and training on platform capabilities, features, and best practices
- Onboard new clients with clear guidance on how to leverage solutions for maximum impact
- Monitor early adoption patterns and provide proactive support during critical phases
- Ensure clients fully understand and utilize product capabilities to achieve their goals
Growth, Expansion & Revenue Optimization (20%)
- Monitor and analyze client usage data to identify opportunities for improvement and upselling
- Identify expansion opportunities including upsells, cross-sells, and account growth
- Develop and execute strategies to enhance user adoption and retention
- Subtly request referrals and testimonials from satisfied clients
- Assist with referral generation programs and upsell motions as appropriate
- Run outreach campaigns including prospect targeting and follow-up tracking
- Convert trial users into long-term subscribers through strategic engagement
- Track conversion metrics and adjust strategies to improve success rates
Client Advocacy & Cross-Functional Collaboration (15%)
- Act as internal voice of the client, surfacing feedback and performance blockers to relevant teams
- Work cross-functionally with sales, product, engineering, and operations to address client needs
- Collaborate with connector/partner success teams to align clients with ideal profiles
- Provide ongoing support, troubleshoot issues, and escalate concerns appropriately
- Advocate for clients internally ensuring their needs influence product and process decisions
- Support events and community initiatives (founder dinners, networking, strategy planning)
- Stay up to date with industry trends to innovate and improve client engagement approaches
Documentation, Reporting & Performance Tracking (5%)
- Track all account data, performance metrics, and interaction notes in CRM systems (HubSpot, Salesforce)
- Maintain detailed vendor/client insights including preferences, history, and context
- Capture and document client feedback through NPS surveys and structured feedback loops
- Generate reports on account health, engagement metrics, and key performance indicators
- Maintain accurate CRM data with extreme attention to detail in call notes and context tracking
- Document best practices, successful strategies, and lessons learned for team knowledge sharing
