Client Success Director

This is a fully remote position, open to applicants in United States.

📋 Description

• The entire Pearl CS team is dedicated to ensuring the success of our client portfolio — focusing on every account, every renewal, and every escalation. When issues arise, you are present as required, and you consistently achieve resolutions. Every time.

• As the leader of the client success team, you will enhance and redefine it as we grow. While the structure may change, your ownership will remain steadfast.

• Expansion opportunities abound — every account has additional roles that Pearl should fulfill. Identifying and securing that potential is your responsibility.

• The referral engine — you will cultivate warm introductions from the accounts you successfully manage and provide qualified leads to BD on a regular basis. Satisfied clients who refer us represent our most effective, low-cost pipeline, and it's your task to cultivate these relationships.

• The relationship map — you will be well-acquainted with every stakeholder at each client, understanding their connections, and facilitating introductions that benefit both parties. You create value before making requests. Your collaboration with BD directors, who possess a similarly robust network and relationships, will significantly enhance the value we offer.

⛳️ Requirements

• You have managed numerous client or partner relationships — in roles as a CS/partnerships leader at a venture-backed firm, a staffing/talent agency, or within a B2B services or agency environment — and made it appear effortless.

• People genuinely enjoy working with you. Not merely "satisfied" — they love collaborating with you. Clients follow you from one company to another. Your references will read like enthusiastic endorsements.

• You possess a unique combination of composure and intelligence, employing both effectively. You can read environments and individuals, knowing precisely which two contacts in your network should connect this week.

• You exhibit extreme ownership. When an account encounters challenges, you don’t just escalate the issue — you become the solution, driving it to a successful outcome.

• A creative problem-solver at heart, you view retention as an opportunity for innovation rather than a negotiation over discounts; you identify solutions that others may overlook.

• You seek a broader scope than merely managing a portfolio — you aspire to construct the client success engine of a company poised for $100M ARR.

🏝️ Benefits

• Competitive base salary with uncapped performance-based earnings ($180K–$300K OTE).

• Fully remote work environment.

• Unlimited PTO.

• Annual company retreat.

• Direct partnership with Pearl's founders.

• Significant ownership over the company's growth strategy.

• Opportunity to build and lead a world-class sales organization.