Client Success Manager (with Product Manager Experience)

Role: Client Success Manager

Work Setup: Full-Time | Remote

Hours per week: 40 hours per week (Full-time position)

Salary: up to $1500 USD per month (depending upon skills and experience)

Expected Work Schedule: Monday to Friday, 8:00 AM - 4:00 PM (EST)

Time zone needed: EST

Holiday Adherence (UAE/UK/US/PH): US Holidays

PTO Entitlement: 10 days of PTO annually, in addition to standard public holidays and sick leave.

About Pearl:

Pearl connects top talent from around the world with US and EU-based startups that are dedicated to finding sharp and hungry talent to grow with long-term. We provide candidates who pass our vetting process with exclusive upskilling opportunities that enable them to get promoted faster in their new roles. We only work with employers who are looking to make full-time hires they can continuously mentor and promote.

Why Work with Us?

We mean what we say that we’re building a different recruiting company here. We only work with exceptional founders from the US and EU who care about the long-term success of their team members. We also provide you with attainable 3, 6, 9, 12 month, and beyond retention bonuses in addition to community-oriented opportunities like an annual retreat.

About the Company:

This company is on a mission to empower product leaders and marketers to create products customers truly value. Following a recent merger, they’ve combined market-leading communication tools with top-tier user onboarding software, uniquely positioning them to enhance customer engagement and product adoption. They’re product-led, profitable, and backed by leading SaaS investors. As an early-stage, growth-focused team, there’s a tremendous opportunity to make a lasting impact.

About the role:
We’re looking for a proactive, customer-focused Customer Success Manager (CSM) to join our team and serve as a primary point of contact for our clients. In this role, you’ll ensure clients achieve maximum value from our low/no-code platform (Beamer/Userflow) by guiding them through onboarding, providing training, and supporting their ongoing needs. You'll collaborate closely with Sales, Product, and Support teams to enhance customer satisfaction and retention.

Key Responsibilities:

• Customer Onboarding: Lead clients through the onboarding process for a smooth and successful transition, ensuring full implementation of the platform.
• Client Relationship Management: Build and maintain strong relationships with clients, understanding their objectives to provide tailored solutions.
• Product Training: Conduct user-friendly training sessions and create guides to help clients maximize the platform’s value.
• Customer Support: Address and resolve client inquiries promptly, coordinating with technical teams for escalations as needed.
• Proactive Engagement: Regularly monitor customer usage and satisfaction, identifying upselling and cross-selling opportunities.
• Feedback Loop: Gather client feedback to share with the product team for continuous platform improvements and feature updates.
• Renewals and Retention: Drive customer renewals and reduce churn by showcasing the platform’s ROI and long-term benefits.

• Experience: 3+ years in Customer Success, Account Management, or similar roles, ideally in tech or SaaS, with a background in startups or product-led growth (PLG) environments.
• Communication: Strong verbal and written communication skills with the ability to convey complex ideas clearly and effectively.
• Problem-solving: Proactive problem-solver with sharp analytical skills and a customer-centric mindset.
• Technical Aptitude: Comfortable with tech platforms (e.g., PandaDoc, Zapier) and able to quickly learn and explain software features and integrations.
• Organization: Highly organized, with the ability to manage multiple clients and tasks efficiently.
• Startup Experience: Experience working in fast-paced, growth-oriented startup settings.
• Coachable: Open to feedback with a continuous learning mindset.
• Integrity: Strong ethical standards and a commitment to honesty in all interactions.

Ideal Backgrounds:

• Product Manager, Technical Customer Success Manager, or Solutions Engineer with technical implementation experience.

Work Breakdown:

• 50% Learning & Development: Develop user guides, training content, and resources for clients.
• 50% Relationship Building: Manage client relationships and engage in cross-functional collaboration to support client success.

Benefits

Compensation Package:

• Competitive Salary: Up to $1,500 per month, based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• Health Coverage: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance

• Our Recruitment Process:
1. Application
2. Screening
3. Skills Assessment
4. Top-grading interview
5. Client Interview
6. Job Offer
7. Client Onboarding

Ready to Join Us?

• If this role aligns with your skills and career goals, we’d love to hear from you. Apply now to take the next step in your journey with Pearl.