Client Success Manager (Active Pooling)

About Pearl:

Pearl connects top talent from around the world with US and EU-based startups that care about finding sharp and hungry talent that they can 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.

Job Title: Client Success Manager
Working Schedule: Overlapping US hours
Type of Contract: Independent Contractor

About the Role:
As a Client Success Manager, you'll play a pivotal role in ensuring our clients achieve their desired outcomes while using our products or services. You'll build strong, long-term relationships with assigned clients, acting as their primary point of contact and trusted advisor. You'll proactively identify their needs, recommend solutions, and provide ongoing support to maximize their value and satisfaction.

Duties and Responsibilities:

• Build and maintain strong, long-term relationships with assigned clients.
• Act as a trusted advisor, proactively understanding client needs and challenges.
• Onboard new clients, ensuring they are set up for success.
• Deliver product training and educational resources to empower clients.
• Track and monitor client usage and KPIs to identify opportunities for improvement.
• Proactively identify upsell and cross-sell opportunities to increase client lifetime value.
• Manage client expectations and effectively communicate product roadmaps and updates.
• Troubleshoot client issues and ensure timely resolution.
• Gather client feedback and advocate for improvements based on client needs.
• Generate reports on client success metrics and trends.
• Collaborate with internal teams (e.g., Sales, Product, Support) to deliver exceptional service.

Requirements

• Minimum of 2 years of experience in customer success, account management, or a similar client-facing role.
• Proven track record of building strong relationships and exceeding customer satisfaction goals.
• Strong understanding of customer lifecycle management principles.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and manage multiple priorities.
• Proficiency in CRM software and project management tools.
• A passion for understanding customer needs and driving success.