Customer Success Director

Summary

Join Pearl Talent as their Customer Success Director, a remote, full-time independent contractor role based in LATAM or EA. Lead the post-match team, nurturing client and talent success by managing Account Managers and Talent Success Managers. Ensure excellent service delivery, client retention, and talent performance. Collaborate cross-functionally to align recruitment, matching, and client success. Your leadership will ensure long-term success for placed candidates and sustained growth for client relationships. Deliver white-glove service by overseeing the full post-placement lifecycle, ensuring talent thrives and client accounts remain satisfied and growing. Build a system of success that powers growth through referrals and retention.

Requirements

• Experience : 5+ years in client success or account leadership roles, with 2+ years managing teams in a B2B or talent-focused company
• Leadership : Proven ability to manage remote teams, coach performance, and deliver results across multiple stakeholders
• Communication Excellence: You lead with clarity, empathy, and confidence—whether in written updates or high-stakes client calls
• Strategic Mindset: You know how to zoom out and set direction, then zoom in to remove blockers and drive outcomes
• Client Growth Focus: You’re skilled at identifying upsell opportunities and account expansion moments from a consultative lens
• Remote Proficiency: Confident using ClickUp, Notion, Google Workspace, CRMs, Slack, and video conferencing platforms
• Problem Solver: You anticipate challenges, stay calm under pressure, and always move with solutions

Responsibilities

• Manage and mentor Account Managers and Talent Success Managers through weekly 1:1s and ongoing support
• Provide strategic guidance and coaching to ensure exceptional service delivery
• Cross-functionally collaborate with Matching and Recruitment teams for role assignments, talent feedback, and client profiling
• Own and support client escalations, driving resolution and retention
• Monitor account health and run strategic check-ins with key clients across all stages of the relationship
• Identify opportunities for account growth and expansion based on client feedback and hiring trends
• Oversee the development and execution of strategies to upskill and retain placed talent
• Monitor talent performance across accounts, ensuring those in the “red zone” (churn risk) are moved to the “green zone”
• Ensure replacements for churned talent are made within 1 week, preserving account continuity
• Regularly review and audit the client accounts tracker
• Monitor performance metrics across client satisfaction, talent success, and referral volume
• Align all operations with the company’s retention-first, relationship-driven growth model
• Partner with Recruitment to help refine candidate pipelines based on client feedback
• Collaborate with Matching to inform ideal fit and role matching from real-world client outcomes
• Ensure knowledge-sharing across departments to continually improve service quality

Benefits

• Potential for profit share based on performance
• Fully remote work environment—forever
• Annual team retreat to meet and collaborate in person
• Unlimited PTO and schedule autonomy
• High-impact leadership role with clear growth path