Customer Success Manager

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, including weekends and US holidays during peak seasons)

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 Customer Success Manager serves as the primary point of contact and trusted advisor for clients, ensuring their satisfaction, engagement, and long-term success with company products and services. This role goes beyond support—you'll build strategic relationships, drive product adoption, identify growth opportunities, and act as a bridge between clients and internal teams. Working across diverse industries including healthcare, telemedicine, SaaS, and AI-driven solutions, you'll help clients achieve their business objectives while proactively addressing their needs with empathy, efficiency, and strategic insight.

Your Impact

You'll directly shape client retention, satisfaction, and revenue growth by ensuring every client receives exceptional, personalized support throughout their journey. Your ability to build trust, understand business objectives, and provide strategic guidance will strengthen long-term partnerships and reduce churn. By identifying upsell and cross-sell opportunities, you'll contribute to revenue expansion while improving client outcomes. Your work monitoring usage patterns and gathering feedback will inform product improvements and enhance the overall client experience. In healthcare settings, your compassionate approach will help families navigate care journeys, directly impacting patient satisfaction and clinical outcomes.

Core Responsibilities

Client Relationship Management & Strategic Partnership (35%)

• Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact
• Understand clients' business goals, challenges, and needs through regular discovery and consultation
• Act as strategic partner offering proactive solutions aligned with client objectives
• Communicate regularly with clients via email, phone, video conferences, and other channels
• Provide guidance on how clients can best utilize solutions to meet their specific needs
• Build rapport and ensure clients feel valued, supported, and heard throughout their journey
• Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally

Client Onboarding & Product Adoption (30%)

• Assist new clients during onboarding, ensuring smooth implementation and setup
• Provide education and training on product features, benefits, and best practices
• Conduct product training sessions to ensure clients are proficient in using offerings
• Guide clients through initial setup with clarity about services, procedures, and expectations
• Facilitate enrollment and verify that all documentation is accurate and complete
• Monitor early adoption patterns and provide proactive support during critical first 90 days
• Ensure clients achieve early wins and understand value proposition clearly

Account Growth & Performance Monitoring (20%)

• Monitor and analyze client usage data to identify trends, opportunities, and potential issues
• Identify opportunities for upselling or cross-selling additional products or services
• Collaborate with sales teams to explore potential growth avenues and expansion opportunities
• Track and report key performance metrics related to client success and engagement
• Proactively address underutilization or engagement drops before they lead to churn
• Present business reviews showcasing ROI, usage insights, and recommendations
• Drive account expansion through strategic consultation and value demonstration

Issue Resolution & Cross-Functional Collaboration (10%)

• Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues
• Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence
• Ensure timely and satisfactory issue resolution to maintain client satisfaction
• Partner with Care Operations, Revenue Operations, and other teams to optimize workflows
• Work cross-functionally to address client needs and remove barriers to success
• Advocate for clients internally, ensuring their voice influences product and process decisions

Documentation, Reporting & Process Improvement (5%)

• Maintain up-to-date client interaction records in CRM and management systems
• Gather client feedback to help improve products, services, and internal processes
• Create and maintain reports on client success metrics and KPIs
• Identify opportunities to improve internal workflows and contribute to operational efficiency
• Support compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality
• Document best practices, success stories, and lessons learned for team knowledge sharing