Customer Success Director

Job description

Job Position: Customer Success Director

Work Arrangement: Remote (LATAM and EA 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:

Pearl 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 here

Hear a message from our founder for this particular role and it’s mission: Watch here

Why Work with Us?

We’re not just another recruiting firm—we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat.

Role Overview

As Customer Success Director at Pearl Talent, you will lead the post-match team responsible for nurturing both client and talent success. This includes managing Account Managers and Talent Success Managers while ensuring excellence in service delivery, client retention, and talent performance. You’ll operate cross-functionally to align recruitment, matching, and client success serving as the glue that holds our high-performance ecosystem together.

Your Impact

Your leadership will ensure every placed candidate is a long-term success story and every client relationship is nurtured for sustained growth. Through proactive oversight, strategic direction, and exceptional service, you’ll play a vital role in our mission to become the most trusted recruiting partner for startups globally.

Purpose of Your Role

To deliver white-glove service at scale by overseeing the full post-placement lifecycle, ensuring that talent are thriving in their roles, and client accounts remain satisfied and growing. By leading a high-performing team and directly collaborating across departments, you’ll build a system of success that powers our growth by referrals and retention.

Key Responsibilities

Team Leadership & Collaboration

• Manage and mentor Account Managers and Talent Success Managers through weekly 1:1s and ongoing support
• Provide strategic guidance and coaching to ensure exceptional service delivery
• Cross-functionally collaborate with Matching and Recruitment teams for role assignments, talent feedback, and client profiling

Client Relationship Strategy

• Own and support client escalations, driving resolution and retention
• Monitor account health and run strategic check-ins with key clients across all stages of the relationship
• Identify opportunities for account growth and expansion based on client feedback and hiring trends

Talent Retention & Performance

• Oversee the development and execution of strategies to upskill and retain placed talent
• Monitor talent performance across accounts, ensuring those in the “red zone” (churn risk) are moved to the “green zone”
• Ensure replacements for churned talent are made within 1 week, preserving account continuity

Operations & Account Health Monitoring

• Regularly review and audit the client accounts tracker
• Monitor performance metrics across client satisfaction, talent success, and referral volume
• Align all operations with the company’s retention-first, relationship-driven growth model

Client Insights & Cross-Functional Feedback

• Partner with Recruitment to help refine candidate pipelines based on client feedback
• Collaborate with Matching to inform ideal fit and role matching from real-world client outcomes
• Ensure knowledge-sharing across departments to continually improve service quality

Metrics You Are Accountable For

• ⁹⁄₁₀ NPS Score of clients with their talent
• 100% attendance of talent to calls (rescheduling allowed)
• 20+ candidate activities per quarter (testimonials or referrals)
• 1-week max lag between a candidate churning and being replaced with an active client
• 0% client churn due to service or quality issues

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

• Remote Proficiency: Confident using ClickUp, Notion, Google Workspace, CRMs, Slack, and video conferencing platforms

• Problem Solver: You anticipate challenges, stay calm under pressure, and always move with solutions

• Potential for profit share based on performance

• Fully remote work environment—forever

• Annual team retreat to meet and collaborate in person

• Unlimited PTO and schedule autonomy

• High-impact leadership role with clear growth path

Our Recruitment Process:

1. Application
2. Screening
3. Skills Assessment
4. Top-grading Interview
5. Final Interview
6. Job Offer
7. Onboarding

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.