About this role
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 TalentPearl 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.
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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 OverviewThe 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 ImpactYour 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 ResponsibilitiesAccount Relationship Management & Client Success (35%)
Own and manage post-sale relationships with 20-30 client accounts concurrentlyServe as primary point of contact for assigned clients, ensuring high satisfaction and retentionBuild detailed understanding of each client's business goals, needs, tone, and preferencesDevelop and maintain strong, trust-based relationships with vendors, contractors, and healthcare providersAct as strategic partner understanding clients' objectives and proactively offering solutionsConduct regular check-ins, business reviews, and relationship-building touchpointsEnsure clients receive immediate value and see ROI from products or servicesBuild rapport through polished, warm, and professionally presentable client interactionsClient Onboarding & Product Adoption (25%)
Conduct structured onboarding and re-onboarding processes that feel personalized and eliteBuild detailed onboarding plans, playbooks, and SOPs for consistent client experiencesGuide users through product activation and ensure seamless adoptionProvide education and training on platform capabilities, features, and best practicesOnboard new clients with clear guidance on how to leverage solutions for maximum impactMonitor early adoption patterns and provide proactive support during critical phasesEnsure clients fully understand and utilize product capabilities to achieve their goalsGrowth, Expansion & Revenue Optimization (20%)
Monitor and analyze client usage data to identify opportunities for improvement and upsellingIdentify expansion opportunities including upsells, cross-sells, and account growthDevelop and execute strategies to enhance user adoption and retentionSubtly request referrals and testimonials from satisfied clientsAssist with referral generation programs and upsell motions as appropriateRun outreach campaigns including prospect targeting and follow-up trackingConvert trial users into long-term subscribers through strategic engagementTrack conversion metrics and adjust strategies to improve success ratesClient Advocacy & Cross-Functional Collaboration (15%)
Act as internal voice of the client, surfacing feedback and performance blockers to relevant teamsWork cross-functionally with sales, product, engineering, and operations to address client needsCollaborate with connector/partner success teams to align clients with ideal profilesProvide ongoing support, troubleshoot issues, and escalate concerns appropriatelyAdvocate for clients internally ensuring their needs influence product and process decisionsSupport events and community initiatives (founder dinners, networking, strategy planning)Stay up to date with industry trends to innovate and improve client engagement approachesDocumentation, 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 contextCapture and document client feedback through NPS surveys and structured feedback loopsGenerate reports on account health, engagement metrics, and key performance indicatorsMaintain accurate CRM data with extreme attention to detail in call notes and context trackingDocument best practices, successful strategies, and lessons learned for team knowledge sharingRequirements
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 deliveryCRM Proficiency: Familiarity with HubSpot, Salesforce, or similar CRM platformsRelationship Management: Strong ability to build and maintain relationships across diverse client typesMultitasking: Capable of managing 20-30 client relationships concurrently with consistent qualityOrganization: Extreme attention to detail, particularly with CRM data, call notes, and context trackingClient Presentation: Polished, warm, and professionally presentable for high-touch client interactionsSelf-Management: Highly organized, self-managing, and proactive in client engagementEmotional Intelligence: Strong interpersonal skills with empathy and cultural awarenessAdaptability: Open to feedback and thrives in fast-paced, dynamic environmentsProblem-Solving: Excellent analytical and conflict-resolution abilitiesRemote Work: Proven ability to work independently in remote, asynchronous environmentsNice-to-Haves (Preferred)Background in B2B customer success, partnerships, or strategic account managementExperience supporting startups, SaaS platforms, or high-growth technology businessesExposure to startup community, founder ecosystem, or high-end networking circlesExperience in healthcare, construction, social commerce, or AI-driven solutionsFamiliarity with clinical workflows, provider pain points, or construction industry dynamicsUnderstanding of technical products and ability to explain complex concepts simplyExperience with referral generation programs and community-building initiativesBackground in sales strategy development and executionCoachability and hunger to learn and grow in fast-scaling companiesPassion for human-centric products, user experience, and relationship-driven services
Tools ProficiencyMust-Haves (Required)CRM Systems: HubSpot, Salesforce, or equivalent customer relationship management platformsCommunication: Email (Gmail/Outlook), Slack, Microsoft Teams, ZoomDocumentation: Notion, Google Docs, Google WorkspaceScheduling: Calendly, Google Calendar, or equivalent booking systemsVideo Conferencing: Zoom, Google Meet, or Microsoft TeamsNice-to-Haves (Preferred)VoIP/Dialers: OpenPhone or similar communication toolsPayment Processing: Stripe or similar billing platformsProject Management: Asana, Trello, ClickUp, or AirtableAnalytics: Data visualization tools or dashboards for tracking account metricsMarketing Automation: HubSpot Marketing, Mailchimp, or similar platformsCollaboration: Miro, Figma, or other collaborative toolsIndustry-Specific Tools: Construction software, healthcare platforms, or specialized SaaS toolsBenefits
Competitive Salary: Based on experience and skillsRemote Work: Fully remote — work from anywhereGenerous PTO: In accordance with company policyDirect Mentorship: Access to global industry leadersLearning & Development: Continuous growth resourcesGlobal Networking: Work with international teamsHealth 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.