Job Description

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)
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. 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:
Why Work with Us?
At Pearl, we're not just another recruiting firm--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 Account Manager serves as the key custodian of the client experience, owning post-sale relationships and ensuring long-term client satisfaction, retention, and growth. This role goes beyond traditional account management--you'll build white-glove relationships with vendors, contractors, healthcare providers, and B2B clients across diverse industries including SaaS, construction tech, healthcare AI, and social commerce platforms. You'll act as the internal voice of your clients, capturing feedback, anticipating needs, driving product adoption, and identifying opportunities for expansion and referrals while maintaining the highest standards of service excellence.
Your Impact
Your work will directly influence client retention, satisfaction, and revenue growth by ensuring every account receives exceptional, personalized support. You'll transform trial users into long-term subscribers and turn satisfied clients into brand advocates who provide referrals. By deeply understanding client needs and surfacing feedback to product teams, you'll shape product direction and improve offerings. Your ability to build trust, maintain detailed client insights, and provide strategic guidance will strengthen partnerships that drive sustainable business growth. In fast-growing startups, you'll be instrumental in scaling the client experience while maintaining the personal touch that sets companies apart.
Core Responsibilities
Account Relationship Management & Client Success (35%)

• Own and manage post-sale relationships with 20-30 client accounts concurrently
• Serve as primary point of contact for assigned clients, ensuring high satisfaction and retention
• Build detailed understanding of each client's business goals, needs, tone, and preferences
• Develop and maintain strong, trust-based relationships with vendors, contractors, and healthcare providers
• Act as strategic partner understanding clients' objectives and proactively offering solutions
• Conduct regular check-ins, business reviews, and relationship-building touchpoints
• Ensure clients receive immediate value and see ROI from products or services
• Build rapport through polished, warm, and professionally presentable client interactions

Client Onboarding & Product Adoption (25%)

• Conduct structured onboarding and re-onboarding processes that feel personalized and elite
• Build detailed onboarding plans, playbooks, and SOPs for consistent client experiences
• Guide users through product activation and ensure seamless adoption
• Provide education and training on platform capabilities, features, and best practices
• Onboard new clients with clear guidance on how to leverage solutions for maximum impact
• Monitor early adoption patterns and provide proactive support during critical phases
• Ensure clients fully understand and utilize product capabilities to achieve their goals

Growth, Expansion & Revenue Optimization (20%)

• Monitor and analyze client usage data to identify opportunities for improvement and upselling
• Identify expansion opportunities including upsells, cross-sells, and account growth
• Develop and execute strategies to enhance user adoption and retention
• Subtly request referrals and testimonials from satisfied clients
• Assist with referral generation programs and upsell motions as appropriate
• Run outreach campaigns including prospect targeting and follow-up tracking
• Convert trial users into long-term subscribers through strategic engagement
• Track conversion metrics and adjust strategies to improve success rates

Client Advocacy & Cross-Functional Collaboration (15%)

• Act as internal voice of the client, surfacing feedback and performance blockers to relevant teams
• Work cross-functionally with sales, product, engineering, and operations to address client needs
• Collaborate with connector/partner success teams to align clients with ideal profiles
• Provide ongoing support, troubleshoot issues, and escalate concerns appropriately
• Advocate for clients internally ensuring their needs influence product and process decisions
• Support events and community initiatives (founder dinners, networking, strategy planning)
• Stay up to date with industry trends to innovate and improve client engagement approaches

Documentation, Reporting & Performance Tracking (5%)

• Track all account data, performance metrics, and interaction notes in CRM systems (HubSpot, Salesforce)
• Maintain detailed vendor/client insights including preferences, history, and context
• Capture and document client feedback through NPS surveys and structured feedback loops
• Generate reports on account health, engagement metrics, and key performance indicators
• Maintain accurate CRM data with extreme attention to detail in call notes and context tracking
• Document best practices, successful strategies, and lessons learned for team knowledge sharing

Requirements
Must-Haves (Required)

• Experience: 1-2+ years in account management, customer success, client-facing roles, or B2B sales (preferably in SaaS, healthcare, construction tech, or relationship-driven businesses)
• Communication: Flawless written and verbal English communication skills with polished, professional delivery
• CRM Proficiency: Familiarity with HubSpot, Salesforce, or similar CRM platforms
• Relationship Management: Strong ability to build and maintain relationships across diverse client types
• Multitasking: Capable of managing 20-30 client relationships concurrently with consistent quality
• Organization: Extreme attention to detail, particularly with CRM data, call notes, and context tracking
• Client Presentation: Polished, warm, and professionally presentable for high-touch client interactions
• Self-Management: Highly organized, self-managing, and proactive in client engagement
• Emotional Intelligence: Strong interpersonal skills with empathy and cultural awareness
• Adaptability: Open to feedback and thrives in fast-paced, dynamic environments
• Problem-Solving: Excellent analytical and conflict-resolution abilities
• Remote Work: Proven ability to work independently in remote, asynchronous environments

Nice-to-Haves (Preferred)

• Background in B2B customer success, partnerships, or strategic account management
• Experience supporting startups, SaaS platforms, or high-growth technology businesses
• Exposure to startup community, founder ecosystem, or high-end networking circles
• Experience in healthcare, construction, social commerce, or AI-driven solutions
• Familiarity with clinical workflows, provider pain points, or construction industry dynamics
• Understanding of technical products and ability to explain complex concepts simply
• Experience with referral generation programs and community-building initiatives
• Background in sales strategy development and execution
• Coachability and hunger to learn and grow in fast-scaling companies
• Passion for human-centric products, user experience, and relationship-driven services

Tools Proficiency
Must-Haves (Required)

• CRM Systems: HubSpot, Salesforce, or equivalent customer relationship management platforms
• Communication: Email (Gmail/Outlook), Slack, Microsoft Teams, Zoom
• Documentation: Notion, Google Docs, Google Workspace
• Scheduling: Calendly, Google Calendar, or equivalent booking systems
• Video Conferencing: Zoom, Google Meet, or Microsoft Teams

Nice-to-Haves (Preferred)

• VoIP/Dialers: OpenPhone or similar communication tools
• Payment Processing: Stripe or similar billing platforms
• Project Management: Asana, Trello, ClickUp, or Airtable
• Analytics: Data visualization tools or dashboards for tracking account metrics
• Marketing Automation: HubSpot Marketing, Mailchimp, or similar platforms
• Collaboration: Miro, Figma, or other collaborative tools
• Industry-Specific Tools: Construction software, healthcare platforms, or specialized SaaS tools

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 * Application

• Skills Assessment
• Initial Screening
• Top-grading Interview
• Client Matching
• Job Offer
• Onboarding

Ready to Join Pearl Talent?
If you're proactive, reliable, and excited to work with high-performing teams across industries, we'd love to hear from you. Apply today and become part of Pearl Talent's global community.

Skills Required