Pearl Talent - Customer Success Manager

Pearl

20d•Remote

About The Position

Pearl is hiring a Customer Success Manager to own the client relationship after a proposal is signed, guiding customers from signature through onboarding, payment, retention, and account growth. Pearl sources and trains global talent for operational roles at startups as managed contractors. The company is growing quickly, serves technology and healthcare clients, and is expanding into new verticals. The role focuses on reducing time to value for new clients to 30 days or less, converting signed proposals into paid customers, and growing net revenue retention through retention and seat expansion. The Customer Success Manager will run onboarding, coordinate internal teams, manage account health and renewals, advise customer business owners, identify and close upsells, and develop repeatable customer processes. The role is remote, with working hours that overlap with US-based clients.

Requirements

Experience owning retention at an early-stage, high-growth company, with the ability to describe retention results and accounts saved.
Experience onboarding customers in 30 days or less while achieving 95% or higher CSAT.
Experience independently identifying and closing upsells.
Ability to build trust quickly with founders and business owners and advise them on their teams and businesses.
Strong follow-through and ability to close loops without being chased.
Clear writing skills and ability to maintain accurate, complete CRM records.
Experience working in Software as a Service, Healthcare Technology, or Financial Technology.

Nice To Haves

Experience at a venture-backed startup.
Familiarity with healthcare technology; healthcare is Pearl’s first vertical.
Background as a Customer Success Manager at an early-stage, high-growth SaaS, healthcare technology, or fintech company; an onboarding or implementation lead moving into account management; or an account manager at a services or staffing business.

Responsibilities

Convert signed proposals into paid customers by managing the path from signature to first invoice paid.
Onboard new clients, including kickoff, role scoping, talent matching, first-week ramp, and a check-in to confirm the placement is working.
Coordinate recruiting, training, and finance to provide a cohesive customer experience.
Maintain customer satisfaction of 95% or higher and improve steps that negatively affect it.
Manage a book of client accounts and own retention, renewals, and account health.
Build trusted-advisor relationships with Customer Business Owners by understanding their businesses and advising them on their teams.
Identify and close upsells, including additional seats and new role types, involving sales when needed.
Monitor talent performance and client sentiment, identify account risks early, and intervene to prevent cancellations.
Create repeatable onboarding and expansion playbooks and processes that increase onboarding velocity while maintaining quality.
Share customer feedback with founders, sales, and recruiting to inform hiring, training, and sales.
Maintain clear written communication and thorough CRM records.