Senior Account Manager, Client Success Manager

Job description

Job Position: Senior Account Manager

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

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 a Senior Account Manager at Pearl Talent, you will be a key member of our Client Success Team, responsible for nurturing client relationships and ensuring the long-term success of talent placed within their organizations. You’ll work directly with both clients and talent post-placement to provide exceptional, white-glove service and proactively support ongoing success. This role is ideal for a strategic and relationship-driven professional who thrives in a fast-paced, client-centric environment.

Your Impact:

Your work will directly influence client satisfaction, talent retention, and account expansion and reporting directly to the Customer Sucess Director. By ensuring seamless communication, anticipating client needs, and managing performance, you will help prevent client churn, drive referrals, and accelerate Pearl Talent’s growth through long-term partnerships.

Purpose of Your Role:

To ensure our clients receive best-in-class post-placement service and our placed talent excel in their roles. Your leadership in managing relationships, monitoring performance, and driving results ensures continued client success, retention, and long-term growth—ultimately expanding Pearl Talent’s reach through excellence and referrals.

Key Responsibilities:

Client Relationship Management

• Establish and maintain strong, long-lasting client relationships as their trusted advisor post-placement.
• Conduct regular client check-ins tailored to account lifespan and needs.
• Address client concerns and escalate as needed to ensure swift resolution.

Talent & Performance Management

• Monitor performance of placed talent and ensure they remain high contributors in their organizations.
• Lead strategies to upskill and retain talent, moving anyone in the “red zone” (at risk of churn) to the “green zone.”
• Ensure 100% attendance of talent on scheduled calls, proactively managing reschedules.

Issue Resolution and Retention

• Proactively manage any signals of dissatisfaction to prevent churn, ensuring 0% client loss due to quality issues.
• Replace churned talent within 1 week to maintain client trust and continuity.
• Liaison Role: Act as a liaison between clients and internal teams to address and resolve any issues or concerns.
• Satisfaction Assurance: Ensure timely and satisfactory issue resolution to maintain client satisfaction.

Client Feedback and Reporting

• Gather ongoing feedback from clients about talent and overall service quality.
• Track and report on key performance indicators such as NPS scores (goal: ⁹⁄₁₀), churn risk, and satisfaction levels.

Talent Engagement & Referrals

• Drive engagement initiatives to encourage 20+ candidate activities (testimonials, referrals) per quarter.
• Act as a key relationship holder for our placed talent, ensuring they feel supported and connected.

Project Management & Administrative Support

• Maintain accurate records of all client and talent interactions.
• Coordinate internal resources to ensure timely client follow-ups and project milestone completion.
• Support additional tasks that may arise to ensure smooth and high-quality service delivery.

Must-Have:

• Experience: At least 2-3 years of proven experience as a senior client success, account management, inside sales, or related roles.

• Exceptional English Communication: Your written and verbal communication skills are top-notch, making clarity and professionalism your signature.

• Proven Upselling & Cross-Selling Expertise: You have a track record of identifying client needs and turning them into opportunities, consistently expanding accounts through strategic upsells and thoughtful cross-selling.

• Remote Ready: You’re a pro at remote work, comfortable with the latest tech tools, and can collaborate seamlessly with a distributed team. Self-motivated and adaptable to remote work environments.

• Organized Chaos Tamer: You thrive in fast-paced environments, juggle multiple tasks effortlessly, and stay calm under pressure. Able to work independently and manage your own schedule effectively.

• Tech-Savvy: Proficient in tools like ClickUp, Notion, and Canva, along with Microsoft Office Suite, Google Workspace, video conferencing platforms, and CRMs.

• Solver: Strong problem-solving and conflict-resolution abilities, with a proactive approach to tackling challenges.

• Potential for profit share based on performance

• Fully WFH, forever

• Annual team retreat

• Unlimited PTO

• Potential Growth Opportunities

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.