[Hiring] Customer Success Manager @Pearl

Role Description

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

• Shape client retention, satisfaction, and revenue growth by ensuring exceptional, personalized support.
• Build trust, understand business objectives, and provide strategic guidance to strengthen long-term partnerships.
• Identify upsell and cross-sell opportunities to contribute to revenue expansion.
• Monitor usage patterns and gather feedback to inform product improvements.
• Help families navigate care journeys in healthcare settings, impacting patient satisfaction and clinical outcomes.

Core Responsibilities

• Client Relationship Management & Strategic Partnership (35%)
  • Establish and maintain strong relationships with assigned clients.
  • 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.

Qualifications

• 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments).
• Proven ability to build and maintain strong relationships with clients and stakeholders.
• Exceptional written and verbal communication skills with a compassionate, professional approach.
• Ability to understand client business goals and provide strategic guidance.
• Strong analytical and conflict-resolution abilities with a proactive mindset.
• Exceptional organizational skills and attention to detail with the ability to manage multiple accounts.
• Proficient in CRM tools, scheduling systems, and modern productivity software.
• Self-motivated and adaptable to remote work environments with proven ability to work independently.
• Comfortable analyzing usage data and metrics to inform decisions.
• High adaptability in fast-paced, technology-driven environments.

Requirements

• Experience in healthcare, telemedicine, pediatric services, mental health, or behavioral health settings.
• Familiarity with ADHD care, family support services, or clinical workflows.
• Background in SaaS, digital health platforms, or AI-powered solutions.
• Understanding of provider pain points and healthcare operational challenges.
• Experience with account growth, upselling, and revenue expansion.
• Exposure to HIPAA compliance and handling confidential health information.
• Product training or enablement experience.
• Experience conducting business reviews and presenting to stakeholders.
• Background supporting C-level executives or healthcare providers.
• Familiarity with clinical documentation or medical terminology.

Benefits

• Competitive Salary: Based on experience and skills.
• Remote Work: Fully remote — work from anywhere.
• Generous PTO: In accordance with company policy.
• Direct Mentorship: Access to global industry leaders.
• Learning & Development: Continuous growth resources.
• Global Networking: Work with international teams.
• Health Coverage (Philippines only): HMO after 3 months (full-time).

Our Recruitment Process

• Application
• Skills Assessment
• Initial Screening
• Top-grading Interview
• Client Matching
• Job Offer
• Onboarding

Ready to Join Pearl Talent?

If you're proactive, reliable, and excited to work with high-performing teams across industries, we'd love to hear from you. Apply today and become part of Pearl Talent's global community.