Remote Customer Service Representative (US Hours)

Customer Success Manager

Company: Pearl Talent (Client: US/EU Startups)

Department: Customer Service and Client Relations

Work Arrangement: Remote

Job Type: Independent Contractor, Full Time

Work Schedule: US Time Zone (candidate expected to be flexible with the client’s preference, including weekends and US holidays during peak seasons)

Locations: Philippines, LATAM, South Africa, Kenya, and other remote regions with excellent English communication skills

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.

Why Work with Us?
At Pearl, we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.

Role Overview:
The Customer Success Manager serves as the primary point of contact and trusted advisor for clients, ensuring their satisfaction, engagement, and long-term success with company products and services. This role goes beyond support—you’ll build strategic relationships, drive product adoption, identify growth opportunities, and act as a bridge between clients and internal teams. Working across diverse industries including healthcare, telemedicine, SaaS, and AI-driven solutions, you’ll help clients achieve their business objectives while proactively addressing their needs with empathy, efficiency, and strategic insight.

Your Impact:
You’ll directly shape client retention, satisfaction, and revenue growth. Your ability to build trust, understand business objectives, and provide strategic guidance will strengthen long-term partnerships and reduce churn. By identifying upsell and cross-sell opportunities, you’ll contribute to revenue expansion while improving client outcomes. In healthcare settings, your compassionate approach will help families navigate care journeys, directly impacting patient satisfaction and clinical outcomes.

Core Responsibilities:

• Client Relationship Management & Strategic Partnership (35%): Establish and maintain strong relationships, understand client goals, act as a strategic partner, communicate regularly, and provide guidance on product utilization.
• Client Onboarding & Product Adoption (30%): Assist with onboarding, provide education and training on features and best practices, monitor early adoption, and ensure clients achieve early wins.
• Account Growth & Performance Monitoring (20%): Monitor and analyze client usage data, identify upsell/cross-sell opportunities, track and report key performance metrics, and proactively address underutilization.
• Issue Resolution & Cross-Functional Collaboration (10%): Act as a liaison between clients and internal teams, troubleshoot technical problems, escalate concerns, and advocate for clients internally.
• Documentation, Reporting & Process Improvement (5%): Maintain client interaction records, gather client feedback, create reports on client success metrics, and identify opportunities to improve internal workflows.

Must-Haves (Required):

• Experience: 1-2+ years in customer success, account management, or client-facing roles (preferably in healthcare, telemedicine, SaaS, or technology).
• Client Focus: Proven ability to build and maintain strong relationships.
• Communication: Exceptional written and verbal communication skills with a compassionate, professional approach.
• Strategic Thinking: Ability to understand client business goals and provide strategic guidance.
• Problem-Solving: Strong analytical and conflict-resolution abilities with a proactive mindset.
• Organization: Exceptional organizational skills and attention to detail.
• Tech Proficiency: Proficient in CRM tools, scheduling systems, and modern productivity software.
• Remote Work: Self-motivated and adaptable to remote work environments.
• Data-Driven: Comfortable analyzing usage data and metrics.
• Adaptability: High adaptability in fast-paced, technology-driven environments.

Nice-to-Haves (Preferred):

• Experience in healthcare, telemedicine, pediatric services, mental health, or behavioral health settings.
• Familiarity with ADHD care, family support services, or clinical workflows.
• Background in SaaS, digital health platforms, or AI-powered solutions.
• Understanding of provider pain points and healthcare operational challenges.
• Experience with account growth, upselling, and revenue expansion.
• Exposure to HIPAA compliance and handling confidential health information.
• Product training or enablement experience.
• Experience conducting business reviews and presenting to stakeholders.
• Background supporting C-level executives or healthcare providers.
• Familiarity with clinical documentation or medical terminology.

Tools Proficiency (Must-Haves):

• CRM Systems: Zendesk, Salesforce, HubSpot, Intercom, or similar.
• Communication: Email (Gmail/Outlook), Slack, Microsoft Teams, Zoom.
• Scheduling: Calendly, Google Calendar, or equivalent.
• Productivity: Google Workspace (Docs, Sheets, Drive) or Microsoft Office Suite.
• Video Conferencing: Zoom, Google Meet, or Microsoft Teams.

Tools Proficiency (Nice-to-Haves):

• Healthcare Systems: EMR or EHR platforms.
• Project Management: Notion, Asana, Airtable, Trello, or ClickUp.
• Analytics: Data visualization tools or business intelligence platforms.
• Customer Education: LMS or training platforms.
• Automation: Zapier or workflow automation tools.
• Support Ticketing: Advanced knowledge of Zendesk, Freshdesk, or similar.

Benefits:

• Competitive Salary: Based on experience and skills.
• Remote Work: Fully remote — work from anywhere.
• Generous PTO: In accordance with company policy.
• Direct Mentorship: Access to global industry leaders.
• Learning & Development: Continuous growth resources.
• Global Networking: Work with international teams.
• Health Coverage (Philippines only): HMO after 3 months (full-time).

Our Recruitment Process:

1. Application
2. Short Video Interview
3. Skills Assessment
4. Top-grading Interview
5. Client Matching
6. Job Offer
7. Onboarding

Ready to Join Pearl Talent?
If you’re a driven professional ready to work with exceptional founders building the next generation of world-class companies, we’d love to meet you. Apply now to unlock opportunities where your growth, impact, and success are our top priorities.