[Hiring] Client Success Director @Pearl

Role Description

Pearl's clients already love us - that's how we grew to where we are. We're hiring one person to turn that love into a machine: a client success leader who never loses an account, farms every relationship for expansion, and turns happy clients into a referral engine for our BD team.

If the clients and partners you've managed over the years still text you, still ask your advice, and would hire you again tomorrow - keep reading.

What you'll own

• The entire Pearl CS team, centered on the success of our client portfolio — every account, every renewal, every escalation.
• The client success team — you'll lead it, upgrade it, and reshape it as we scale.
• Expansion — every account has more roles it should be filling with Pearl.
• The referral engine — you'll farm warm intros from the accounts you make successful and hand qualified ones to BD on a standing quota.
• The relationship map — you'll know every stakeholder at every client, who they know, and how to connect people so both sides win.

What success looks like

• Retention: ~100%. Logos and revenue.
• Expansion: 130% net revenue retention.
• Warm intros: a standing quota of qualified referrals delivered to BD every month, from relationships you built.

Qualifications

• You've managed hundreds of client or partner relationships — as a CS/partnerships leader at a venture-backed company, a staffing/talent firm, a B2B services or agency business.
• People love working with you. Clients follow you between companies.
• You have a level of cool and a level of intelligence, and you use both.
• Extreme owner. When an account wobbles, you don't escalate it — you are the escalation, and you win it.
• Creative problem-solver. Retention isn't a discount conversation for you; it's finding the move nobody else saw.
• You want a bigger canvas than managing a book — you want to build the client success engine of a company on its way to $100M ARR.

Benefits

• Direct access to the founders and real influence over how we build the whole post-sale motion.
• Comp is built to reward exactly what we're asking for: retention, expansion, and referrals. $150–300K OTE, weighted toward performance.
• Competitive base salary with uncapped performance-based earnings ($180K–$300K OTE).
• Fully remote work environment.
• Unlimited PTO.
• Annual company retreat.
• Direct partnership with Pearl's founders.
• Significant ownership over company growth strategy.
• Opportunity to build and lead a world-class sales organization.