Customer Success Director in Pearl Talent

Remote | Senior | Full time | Customer Support

Gross salary $3000 - 5000 USD/month

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Pearl Talent is a forward-thinking recruitment company specializing in connecting exceptional talent with high-growth startups worldwide. The Customer Success Director will lead the post-placement team dedicated to ensuring both clients and candidates thrive beyond the initial match. Operating within an innovative and collaborative environment, this role supports Pearl Talent's mission to become the most trusted recruiting partner for startups globally by nurturing lasting client relationships and driving talent success. The department led by this role is critical to maintaining high retention rates, fostering long-term account growth, and delivering superior service during the entire post-placement lifecycle.

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Key Responsibilities

As Customer Success Director, you will be responsible for overseeing and mentoring the Account Managers and Talent Success Managers, ensuring they deliver exceptional client and talent support. Your leadership will foster a proactive culture focused on retention, upskilling, and performance improvement. You will collaborate closely with recruitment and matching teams to align candidate placements with client needs, facilitating continuous feedback loops that enhance service quality.

Core duties include:

Managing and mentoring your team through regular 1:1 meetings and coaching to ensure high performance and professional growth.
Driving client relationship strategies including escalations, strategic check-ins, and identifying growth opportunities to sustain long-term partnerships.
Monitoring and shaping talent retention efforts by addressing performance challenges promptly and ensuring timely replacements to maintain account continuity.
Overseeing operational account health by reviewing performance metrics related to client satisfaction, talent engagement, and referral volumes, aligning efforts with a retention-first growth approach.
Partnering with recruitment and matching teams to optimize candidate pipelines and role fit based on client feedback and real-world outcomes.
Ensuring knowledge-sharing across departments to continually improve the post-placement experience for clients and talent alike.

Role Requirements

The ideal candidate will bring at least 5 years of client success or account leadership experience, with a minimum of 2 years managing teams in a B2B or talent-centric environment. Proven leadership in remote team management is essential, along with the ability to coach, motivate, and deliver measurable business outcomes.

Effective communication skills are critical, as you will represent the company in both written and verbal formats, managing complex client conversations with empathy and clarity. A strategic mindset is required to set direction for your team while being able to dive into detailed problem-solving to remove obstacles swiftly.

We seek someone with a strong client growth orientation, capable of identifying upselling and expansion opportunities through a consultative and value-driven approach. Familiarity with digital tools such as ClickUp, Notion, Google Workspace, CRM software, Slack, and video conferencing platforms is mandatory, ensuring efficiency in a fully remote work setup.

Outstanding problem-solving skills, resilience under pressure, and a proactive attitude towards anticipating and addressing challenges are necessary traits for success in this position.

Preferred Qualifications

Experience working specifically with startup clients or in fast-scaling environments will be highly valued. Knowledge of talent management software and data-driven performance analytics will enhance the effectiveness of this role.

Additional experience in sales or account growth strategies, and a background in recruitment or talent acquisition will be beneficial. Leadership certification or training in remote team management can further set a candidate apart.

Benefits & Work Environment

We offer a fully remote work environment with permanent remote flexibility, allowing team members to work from anywhere worldwide. There is potential for profit sharing tied to performance, providing financial incentives aligned with the company’s success.

Employees enjoy unlimited paid time off and flexible scheduling to support work-life balance. An annual team retreat provides opportunities for in-person collaboration and relationship building.

This role presents a high-impact leadership opportunity with a clear career progression path within a dynamic and growth-focused organization.

GETONBRD Job ID: 54275

Fully remote You can work from anywhere in the world.

Flexible hours Flexible schedule and freedom for attending family needs or personal errands.

Informal dress code No dress code is enforced.

Vacation over legal Pearl Talent gives you paid vacations over the legal minimum.

Remote work policy

Fully remote

Candidates can reside anywhere in the world.

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About Pearl Talent

At Pearl, we specialize in bridging the gap between top international talent and US companies. Our approach revolves around a white-glove service model, ensuring a seamless and exceptional experience for both our valued clients and talented candidates. — Pearl Talent's full profile