Job description
Role: Customer Success Representative
Work Arrangement: Fully Remote
Job Type: Independent Contractor, Full-time
Work Schedule: TBD (US Timezone)
Location: Remote, open to candidates in the PH and LATAM
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
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:
We’re looking for a sharp, resourceful, and detail-oriented Customer Success Manager who thrives in a fast-paced, customer-first environment. You’ll be on the front lines with our users—resolving issues, supporting onboarding, ensuring payment, and surfacing insights to the product and sales teams. You’ll play a critical role in making sure our customers succeed, stay, and expand—through helpfulness, hustle, and high standards.
This role is perfect for someone who enjoys solving problems, working cross-functionally, and being in close proximity to both customers and product decisions.
Responsibilities:
Customer Support & Engagement: Monitor customer Slack channels and support tools (e.g., Pylon) to respond to issues in real time. Troubleshoot common challenges or route problems to the right internal teams.
Onboarding & Custom Setups: Deliver white-glove onboarding experiences for new customers—including setup of automations, workflows (Zapier, HubSpot, CRM), and data imports. Tailor solutions to each customer’s needs.
Payment & Retention: Ensure customers are up to date on billing and proactively follow up on outstanding payments. Spot early signs of churn risk and flag for intervention.
Expansion Awareness: Understand how customers are using the product—and how they _could_ be. Identify broader use cases or needs across their team/org. Collaborate with Sales to pass along context-rich expansion opportunities.
Feature Request Management: Log, categorize, and track customer feedback and feature requests. Help the team prioritize by volume, urgency, and customer impact.
Cross-Functional Communication: Act as the connective tissue between customer success, sales, and product. Drive internal feedback loops to ensure insights from the field inform roadmap and GTM decisions.
2+ years in a Customer Success, Support, or Implementation role at a SaaS company.
Experience with tools like Slack, Intercom, HubSpot, Zapier, and other integration platforms.
Excellent written and verbal communication.
Detail-oriented with strong organizational and follow-through skills.
Comfortable managing multiple customer needs and priorities in parallel.
Self-starter who thrives in early-stage or ambiguous environments.
Remote Work: Fully remote - work from anywhere
Generous PTO: 10 days PTO per year, plus public holidays and sick leave
Direct Mentorship: Grow through guidance from international industry experts
Learning & Development: Ongoing access to resources for professional growth
Global Networking: Work and connect with professionals around the world
Work-Life Balance: Balanced schedules that support a healthy work-life balance
