About the role
Remote | Customer Service and Client Relations | Full time
Work Arrangement: Remote
Job Type: Independent Contractor, Full Time
Work Schedule: US Time Zone (candidate expected to be flexible with the client's preference, including weekends and US holidays during peak seasons)
Locations: Philippines, LATAM, South Africa, Kenya, and other remote regions
About Pearl Talent:
Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU.
Role Overview:
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.
Core Responsibilities:
Establish and maintain strong relationships with assigned clients
Understand clients' business goals, challenges, and needs
Act as strategic partner offering proactive solutions aligned with client objectives
Communicate regularly with clients via email, phone, video conferences
Provide guidance on how clients can best utilize solutions
Assist new clients during onboarding, ensuring smooth implementation and setup
Provide education and training on product features, benefits, and best practices
Monitor and analyze client usage data to identify trends and opportunities
Identify opportunities for upselling or cross-selling additional products
Track and report key performance metrics related to client success
Proactively address underutilization or engagement drops
Act as liaison between clients and internal teams
Troubleshoot technical problems and escalate concerns appropriately
Maintain up-to-date client interaction records in CRM
Gather client feedback to help improve products and services
Requirements:
1-2+ years in customer success, account management, client-facing roles, or related positions
Proven ability to build and maintain strong relationships with clients
Exceptional written and verbal communication skills
Ability to understand client business goals and provide strategic guidance
Strong analytical and conflict-resolution abilities
Exceptional organizational skills and attention to detail
Proficient in CRM tools, scheduling systems, and modern productivity software
Self-motivated and adaptable to remote work environments
Comfortable analyzing usage data and metrics
High adaptability in fast-paced, technology-driven environments