Client Success Director

Description Industry Recruitment / Staffing / B2B Services Work Arrangement Fully Remote; USA Job Type Full-time Work Schedule 40 hours per week, Monday to Friday Core hours: 9 AM – 5 PM EST The short version Pearl's clients already love us - that's how we grew to where we are. We're hiring one person to turn that love into a machine: a client success leader who never loses an account, farms every relationship for expansion, and turns happy clients into a referral engine for our BD team. If the clients and partners you've managed over the years still text you, still ask your advice, and would hire you again tomorrow - keep reading. What Pearl does Pearl finds exceptional remote talent, trains them to be AI-native, and places them into client companies as managed contractors — from client-facing roles to software engineers to executive assistants. Clients get top-tier people who are hungry, motivated, and own the skill set to crush the output and more without the overhead. We're roughly 50 people managing a few hundred talents, growing fast and into new verticals, with a client base that spans venture-backed tech and healthcare. We bring our client partners and talent together with incredible community organization and event and our ethos is bring winners to winning companies and build true culture. What you'll own The entire Pearl CS team, centered on the success of our client portfolio — every account, every renewal, every escalation. When there's an issue, you're in the room as needed, and you win the save. Every time. The client success team — you'll lead it, upgrade it, and reshape it as we scale. Structure will evolve; ownership won't. Expansion — every account has more roles it should be filling with Pearl. Finding and closing that headroom is yours. The referral engine — you'll farm warm intros from the accounts you make successful and hand qualified ones to BD on a standing quota. Happy clients introducing us is our cheapest, best pipeline, and it's your crop to harvest. The relationship map — you'll know every stakeholder at every client, who they know, and how to connect people so both sides win. You create value before you ask for it. Your work with BD directors who have the same caliber network and relationships to really drive value for our network and have something great to offer. What success looks like Retention: ~100%. Logos and revenue. Churn that was preventable is a loss on your record — and you don't lose. Expansion: 130% net revenue retention. Upsells aren't a bonus activity; they're the job. Warm intros: a standing quota of qualified referrals delivered to BD every month, from relationships you built. These numbers are ambitious on purpose. They're achievable for exactly one type of person — someone for whom clients renewing, expanding, and referring is just what naturally happens around them. Requirements You've managed hundreds of client or partner relationships — as a CS/partnerships leader at a venture-backed company, a staffing/talent firm, a B2B services or agency business — and made it look easy. People love working with you. Not "satisfied" — love. Clients follow you between companies. Your references will sound like fan mail. You have a level of cool and a level of intelligence, and you use both. You read rooms, you read people, and you know exactly which two contacts in your network should meet this week. Extreme owner. When an account wobbles, you don't escalate it — you are the escalation, and you win it. Creative problem-solver. Retention isn't a discount conversation for you; it's finding the move nobody else saw. You want a bigger canvas than managing a book — you want to build the client success engine of a company on its way to $100M ARR Why this role Our product is proven and our clients love us. You're not rescuing a leaky bucket — you're compounding something that already works. Direct access to the founders and real influence over how we build the whole post-sale motion. Comp is built to reward exactly what we're asking for: retention, expansion, and referrals. $150–300K OTE, weighted toward performance. Benefits Competitive base salary with uncapped performance-based earnings ($180K–$300K OTE). Fully remote work environment. Unlimited PTO. Annual company retreat. Direct partnership with Pearl's founders. Significant ownership over company growth strategy. Opportunity to build and lead a world-class sales organization.