[Hiring] Bilingual Customer Success Manager @Pear Suite

Role Description

This role is ideal for an individual with a strong background in community health work/care navigation and in SaaS software implementation and account management, who is passionate about ensuring client satisfaction and success. As a Customer Success Manager, you will play a crucial role in guiding our clients through the implementation and optimization of our platform, fostering strong relationships, and driving customer engagement and retention. Prior working knowledge of community-based practices will ensure success in this role.

• Act as the primary point of contact for assigned clients, providing exceptional support and guidance throughout their journey with our platform.
• Oversee the implementation and configuration of our SaaS solutions, ensuring seamless integration with clients' existing workflows.
• Develop and maintain deep knowledge of our platform to effectively address client inquiries, troubleshoot issues, and offer strategic advice.
• Conduct regular check-ins with clients to review their usage, assess satisfaction, and identify opportunities for further engagement and optimization.
• Collaborate with cross-functional teams, including Sales and Product, to address client needs and drive continuous improvement.
• Develop and deliver training sessions and educational materials to help clients maximize the value of our platform.
• Monitor and report on key performance metrics, including customer satisfaction, usage patterns, and renewal rates.
• Proactively identify and address potential risks to client satisfaction and retention, implementing solutions to mitigate those risks.

Qualifications

• 3+ years of experience in SaaS software implementation.
• Must be bilingual, fluent in both Spanish and English (written and verbal).
• Must have experience supporting SMB customers.
• Early stage start-up experience strongly preferred.
• Background in community health work or health tech is a plus.
• Strong problem-solving skills and ability to handle complex client issues effectively.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficiency in relevant software tools and platforms, including CRM systems.

Benefits

• A mission-driven culture that values innovation, collaboration, and growth.
• Equity: participation in an early-stage company.
• Fully Remote.
• Unlimited PTO.
• Comprehensive Health, dental, and vision insurance.
• Health and Wellness Stipend.
• Tech Stipend.
• Co-working Stipend.
• Education and professional development allowance ($1,500 annually).
• Home office setup stipend.

Compensation

The salary range for this role is $75,000-$85,000 base + a 25% variable compensation target, for an OTE of $93,750-$106,250.

Pear Suite posts broad salary bands to support pay transparency. The range listed above represents the full compensation band for this role. While the full band is shown, actual offers within this band are based on a candidate's experience, skills, and internal pay equity. Only a small number of candidates, typically those with highly specialized and directly relevant experience, are placed near the top of the range. Most new hires will fall below the top of the band to allow for long-term progression and growth within the role.

Pear Suite is a fully remote organization so compensation may be adjusted upward for candidates residing in higher-cost labor markets. These geographic adjustments are not reflected in the posted range.