Client Success Director (US based) Internal Role

Build relationships which make people feel grateful to having Pearl in their corner. We live in a world where products and services are becoming less and less different. Relationships and trust rules all business. Your purpose is to build and manage a team of incredible humans who proactively solve and create value for our clients and talent. Helping your team be the best version of themselves from a value add perspective in addition to masters of operational excellence— your work is to empower them to be the best asset to their clients. This will lead to high retention and growth of accounts and referrals.

Key Responsibilities

• Building and maintaining strong relationships with key clients, understanding their needs, addressing concernsescalations, and identifying opportunities for account growth within their organizations.
• • Coaching your team up on becoming best in class account managers to exemplify the highest tier of white glove service — identifying and solving problems before their client even sees it.
  • • Monitoring and reviewing our accounts tracker with 0 missed touches daily.
    • • Proactively building and delegating strategy to bring client success, internal health rating system, and NPS up.
      • • Addressing concernsescalations, and identifying opportunities for account growth within their organizations.
        • • Developing strategies to upskill and retain talent in the organizations we place them into
          • • Jumping in and conducting client checkins depending on the lifespan of the client as needed with extreme ownership.
            • • Identifying upselling strategies and clients who will be growing, can refer friends and champion pearl through testimonials and other strategies.
              • • Conducting 1:1s with each team member
                • • Crossfunctionally collaborating department Recruiting, Marketing and Sales leads
                    

                  • Metrics You Are Accountable For

                    • 01 Client Churn per quarter
                    • 25%+ upsells opened per quarter
                    • 9+ monthly NPS scores for talent that we manage

                    • Requirements

                      MustHave:

                      • Experience: 5+ years in client success or account leadership roles, with 2+ years managing teams in a B2B or talentfocused company
                      • Leadership: Proven ability to manage remote teams, coach performance, and deliver results across multiple stakeholders
                      • Communication Excellence: You lead with clarity, empathy, and confidence—whether in written updates or highstakes client calls
                      • Strategic Mindset: You know how to zoom out and set direction, then zoom in to remove blockers and drive outcomes
                      • Client Growth Focus: You’re skilled at identifying upsell opportunities and account expansion moments from a consultative lens

                      • Benefits

                        • Potential for profit share based on performance
                        • Health Benefit
                        • • Fully remote work environment—forever
                          • Annual team retreat to meet and collaborate in person
                          • Unlimited PTO
                          • Highimpact leadership role with clear growth path

                          • Core Values
                            

                            • 🏆EndGoal Obsession Real outcomes over effort
                            • 🎯Extreme Ownership How am I securing the success of this vs waiting for others when blocked.
                            • 💬Direct, Caring Communication With love What Why How
                            • 🧪Celebrate Experimentation Bold bets for hockeystick growth
                            • 📈Relentless Growth Mindset Push limits, ask for what you need

                            • 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.