Job description
Job Position: Client Success Director
Work Arrangement: Fully remote (US based)
Job Type: Full-time, Independent Contractor
Work Schedule: 40 hours per week, with core hours between 9 AM – 5 PM EST
About Pearl Talent:
We’ve bootstrapped our company to millions in revenue and running profitability within our first year. We’re now on year three with 10x growth in the last calendar year. Joining Pearl is for the hungry, relentless, extreme owners, and team over everything individuals. We live by our values (below)— if the values do not 100% align with you, do not apply— you will fail here.
At Pearl, we know that although opportunities aren’t created equal in the world, ambitious talent is. And it’s our mission to give hires from around the world who are sharp and hungry the opportunity to earn far more than they would in their home countries while learning from founders and Entrepreneurs who have raised and made tens of millions to billions.
Our clients are fast-growing startups and phenomenal US based businesses that have raised over $3B in funding from Sequioa, a16z, Founders Fund, Y Combinator, and other top VC firms.
I’m a 3x founder and most recently was investing into deep tech companies as COO of a fund in SF: https://www.linkedin.com/in/montyngan/. I grew up in the Philippines myself—which is why I care so much about giving international talent opportunities to work at the best companies in the world) and most recently was investing.
My cofounder is a 3x founder as well. Pearl was born out of a 3 year project solving our own hiring needs for our last businesses. This has given us a unique and differentiated view into how to hire and retain the best talent and then build a business model that fits around the north star goal of hiring. Our competitors build a business product maximizing profit and not client and talent success. For this reason, we’re winning big.
This is a completely WFH opportunity, where you’ll come in and help us lead and set the direction of our fast-growing client success team. We’ll need someone who can work ET hours.
Hear why we exist, what we believe in, and who we’re building for: Watch here
Hear a message from our founder for this particular role and it’s mission: Watch here
Role Overview
Read below to see if you fit the mold to join our rapidly growing company! We’re hyper focus on building the right culture, first principled thinking, taking aggressive bets, and delivering years of individual growth within quarters.
We’re hiring a Client Success Director for Pearl—which places top 1% talent from around the world into operational roles at startups and incredible orgs. This manager will manage a team of 8 A players driving white glove care resulting in 0% churn and significant upselling.
Purpose of Your 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 concerns/escalations, 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 concerns/escalations, and identifying opportunities for account growth within their organizations.
Developing strategies to up-skill and retain talent in the organizations we place them into
Jumping in and conducting client check-ins 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
Cross-functionally collaborating department Recruiting, Marketing and Sales leads
Metrics You Are Accountable For
- 0-1 Client Churn per quarter
- 25%+ upsells opened per quarter
- 9+ monthly NPS scores for talent that we manage
Must-Have:
Experience: 5+ years in client success or account leadership roles, with 2+ years managing teams in a B2B or talent-focused 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 high-stakes 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
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
High-impact leadership role with clear growth path
Core Values
- 🏆End-Goal 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 hockey-stick 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.
