Department: customer service and client relationswork arrangement: remotejob type: independent contractor, full timework 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 with excellent english communication skillsabout pearl talentpearl works with the top 1% of candidates from around the world and connects them with the best startups in the us and eu.our clients have raised over $5b in aggregate and are backed by companies like openai, a16z, and founders fund.they're looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years.candidates we've hired have been flown out to the us and eu to work with their clients, and even promoted to roles that match folks onshore in the us.hear why we exist, what we believe in, and who we're building for: watch herewhy work with us?At pearl, we're not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary us and eu founders.our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.role overviewthe 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.working across diverse industries including healthcare, telemedicine, saas, and ai-driven solutions, you'll help clients achieve their business objectives while proactively addressing their needs with empathy, efficiency, and strategic insight.your impactyou'll directly shape client retention, satisfaction, and revenue growth by ensuring every client receives exceptional, personalized support throughout their journey.your ability to build trust, understand business objectives, and provide strategic guidance will strengthen long-term partnerships and reduce churn.by identifying upsell and cross-sell opportunities, you'll contribute to revenue expansion while improving client outcomes.your work monitoring usage patterns and gathering feedback will inform product improvements and enhance the overall client experience.in healthcare settings, your compassionate approach will help families navigate care journeys, directly impacting patient satisfaction and clinical outcomes.core responsibilitiesclient relationship management & strategic partnership (35%)establish and maintain strong relationships with assigned clients, becoming their trusted point of contactunderstand clients' business goals, challenges, and needs through regular discovery and consultationact as strategic partner offering proactive solutions aligned with client objectivescommunicate regularly with clients via email, phone, video conferences, and other channelsprovide guidance on how clients can best utilize solutions to meet their specific needsbuild rapport and ensure clients feel valued, supported, and heard throughout their journeyhandle incoming inquiries, support tickets, and scheduling requests promptly and professionallyclient onboarding & product adoption (30%)assist new clients during onboarding, ensuring smooth implementation and setupprovide education and training on product features, benefits, and best practicesconduct product training sessions to ensure clients are proficient in using offeringsguide clients through initial setup with clarity about services, procedures, and expectationsfacilitate enrollment and verify that all documentation is accurate and completemonitor early adoption patterns and provide proactive support during critical first 90 daysensure clients achieve early wins and understand value proposition clearlyaccount growth & performance monitoring (20%)monitor and analyze client usage data to identify trends, opportunities, and potential issuesidentify opportunities for upselling or cross-selling additional products or servicescollaborate with sales teams to explore potential growth avenues and expansion opportunitiestrack and report key performance metrics related to client success and engagementproactively address underutilization or engagement drops before they lead to churnpresent business reviews showcasing roi, usage insights, and recommendationsdrive account expansion through strategic consultation and value demonstrationissue resolution & cross-functional collaboration (10%)act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issuestroubleshoot technical problems and escalate concerns appropriately while maintaining client confidenceensure timely and satisfactory issue resolution to maintain client satisfactionpartner with care operations, revenue operations, and other teams to optimize workflowswork cross-functionally to address client needs and remove barriers to successadvocate for clients internally, ensuring their voice influences product and process decisionsdocumentation, reporting & process improvement (5%)maintain up-to-date client interaction records in crm and management systemsgather client feedback to help improve products, services, and internal processescreate and maintain reports on client success metrics and kpisidentify opportunities to improve internal workflows and contribute to operational efficiencysupport compliance requirements (hipaa in healthcare contexts) and maintain confidentialitydocument best practices, success stories, and lessons learned for team knowledge sharingrequirementsmust-haves (required)experience: 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, saas, or technology-driven environments)client focus: proven ability to build and maintain strong relationships with clients and stakeholderscommunication: exceptional written and verbal communication skills with compassionate, professional approachstrategic thinking: ability to understand client business goals and provide strategic guidanceproblem-solving: strong analytical and conflict-resolution abilities with proactive mindsetorganization: exceptional organizational skills and attention to detail with ability to manage multiple accountstech proficiency: proficient in crm tools, scheduling systems, and modern productivity softwareremote work: self-motivated and adaptable to remote work environments with proven ability to work independentlydata-driven: comfortable analyzing usage data and metrics to inform decisionsadaptability: high adaptability in fast-paced, technology-driven environmentsnice-to-haves (preferred)experience in healthcare, telemedicine, pediatric services, mental health, or behavioral health settingsfamiliarity with adhd care, family support services, or clinical workflowsbackground in saas, digital health platforms, or ai-powered solutionsunderstanding of provider pain points and healthcare operational challengesexperience with account growth, upselling, and revenue expansionexposure to hipaa compliance and handling confidential health informationproduct training or enablement experienceexperience conducting business reviews and presenting to stakeholdersbackground supporting c-level executives or healthcare providersfamiliarity with clinical documentation or medical terminologymust-haves (required)crm systems: zendesk, salesforce, hubspot, intercom, or similar platformscommunication: email (gmail/outlook), slack, microsoft teams, zoomscheduling: calendly, google calendar, or equivalent booking systemsproductivity: google workspace (docs, sheets, drive) or microsoft office suitevideo conferencing: zoom, google meet, or microsoft teamsnice-to-haves (preferred)healthcare systems: emr (electronic medical records) or ehr platformsproject management: notion, asana, airtable, trello, or clickupanalytics: data visualization tools or business intelligence platformscustomer education: lms (learning management systems) or training platformsautomation: zapier or workflow automation toolssupport ticketing: advanced knowledge of zendesk, freshdesk, or similar platformscompetitive salary: based on experience and skillsremote work: fully remote — work from anywheregenerous pto: in accordance with company policydirect mentorship: access to global industry leadersglobal networking: work with international teamshealth coverage (philippines only): hmo after 3 months (full-time)our recruitment processapplicationskills assessmentinitial screeningtop-grading interviewclient matchingjob offeronboardingready to join pearl talent?If you're proactive, reliable, and excited to work with high-performing teams across industries, we'd love to hear from you.apply today and become part of pearl talent's global community.customer success manager - remote - sr002 • mexico city, cdmx, mx#j-*-ljbffr