Customer Success Representative

Summary

Join Pearl Talent as a Customer Success Representative and play a critical role in ensuring customer success, retention, and expansion. This fully remote, full-time independent contractor position is open to candidates in the Philippines and LATAM. You will be responsible for providing exceptional customer support, onboarding, payment processing, and identifying expansion opportunities. The ideal candidate possesses 2+ years of experience in a similar role at a SaaS company and is proficient in using various tools like Slack, Intercom, HubSpot, and Zapier. This role requires excellent communication, organizational, and problem-solving skills. Pearl Talent offers generous PTO, direct mentorship, learning and development opportunities, global networking, and a focus on work-life balance.

Requirements

• 2+ years in a Customer Success, Support, or Implementation role at a SaaS company
• Experience with tools like Slack, Intercom, HubSpot, Zapier, and other integration platforms
• Excellent written and verbal communication
• Detail-oriented with strong organizational and follow-through skills
• Comfortable managing multiple customer needs and priorities in parallel
• Self-starter who thrives in early-stage or ambiguous environments

Responsibilities

• Monitor customer Slack channels and support tools (e.g., Pylon) to respond to issues in real time
• Troubleshoot common challenges or route problems to the right internal teams
• Deliver white-glove onboarding experiences for new customers—including setup of automations, workflows (Zapier, HubSpot, CRM), and data imports
• Tailor solutions to each customer's needs
• Ensure customers are up to date on billing and proactively follow up on outstanding payments
• Spot early signs of churn risk and flag for intervention
• Understand how customers are using the product—and how they could be
• Identify broader use cases or needs across their team/org
• Collaborate with Sales to pass along context-rich expansion opportunities
• Log, categorize, and track customer feedback and feature requests
• Help the team prioritize by volume, urgency, and customer impact
• Act as the connective tissue between customer success, sales, and product
• Drive internal feedback loops to ensure insights from the field inform roadmap and GTM decisions

Benefits

• Remote Work: Fully remote - work from anywhere
• Generous PTO: 10 days PTO per year, plus public holidays and sick leave
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Balanced schedules that support a healthy work-life balance