[Hiring] Customer Success Manager @Pearl

Role Description

We're hiring a Customer Success Manager for Pearl, which finds exceptional talent from around the world, trains them to be AI-native, and places them into operational roles at startups as managed contractors.

You’ll own what happens after a client signs a proposal to work with Pearl. This role exists because our sales motion is adding new clients every month, and the path from signed proposal to paid, happy, expanding account needs a dedicated owner.

• Time to Value for new clients (30 days or less)
• Conversion from Signed Proposal to Closed Won-Paid
• Net revenue retention across your book through retention and seat expansion

What You’ll Own

• New Customer Onboarding
  • Convert Signed Proposals into Closed Won-Paid deals by running a clear, fast path from signature to first invoice paid.
  • Get every new client to value within 30 days: kickoff, role scoping, talent matching, first-week ramp and a check-in that confirms the placement is working.
  • Coordinate recruiting, training and finance to provide a cohesive customer experience.
  • Maintain a CSAT of 95% or higher and fix the steps that drag it down.
• Account Retention and Expansion
  • Manage a book of client accounts and own their retention, renewals and overall health.
  • Act as a trusted advisor to each Customer Business Owner, learning their business well enough to make them see you as a value add business partner.
  • Identify and close upsells, from additional seats to new role types, and bring in sales when a deal needs it.
  • Catch risk early by tracking talent performance and client sentiment, and step in before a small issue becomes a cancellation.
• Customer Experience Process and Insights
  • Turn what works in onboarding and expansion into repeatable playbooks and processes.
  • Bring customer feedback back to the founders, sales and recruiting to shape how we hire, train and sell.

What Success Looks Like

• In your first 90 days, you’ve taken over your assigned book of accounts, met every Customer Business Owner, and personally run onboarding for new assigned Customers from signed proposal to paying customer.
• By six months, onboarding runs on a playbook you built, with new clients hitting value in 30 days or less at 95% CSAT or higher.
• By twelve months, your book is growing on its own, with net revenue retention above 100% and at-risk accounts flagged and saved before cancellation.

Qualifications

• A Customer Success Manager at an early stage, high-growth SaaS, healthcare technology or fintech company.
• An onboarding or implementation lead who got customers live fast and then moved into managing and expanding accounts.
• An account manager at a services or staffing business who kept clients and grew them into larger accounts.

Requirements

• You have owned retention at an early stage, high-growth company.
• You have onboarded new customers in 30 days or less at 95% CSAT or higher.
• You have identified and closed upsells yourself.
• You build trust with founders and business owners quickly.
• You close loops without being chased.
• You write clearly and keep good records in the CRM.
• You have worked in Software as a Service, Healthcare Technology or Financial Technology.

Benefits

• Build and Grow Quickly - We’re scaling fast, and we trust that you’ll know best on the ground what needs to be done.
• Fully Remote. Forever - We’ve built Pearl with a multicultural DNA and teammates across 23 countries.
• Unlimited PTO - We trust that you’ll get your work done, and we want to create space for you to take time away.
• Global Retreats - We create space for our teammates to get to know each other as people.
• Ambitious and Kind Team - We build with the most competent people we know, maintaining a low-ego, no-assholes policy.