Remote Customer Service Representative (US Hours)
About the role
The Customer Success Manager serves as the primary point of contact and trusted advisor for clients, ensuring their satisfaction, engagement, and long-term success with company products and services. This role goes beyond support—you'll build strategic relationships, drive product adoption, identify growth opportunities, and act as a bridge between clients and internal teams. Working across diverse industries including healthcare, telemedicine, SaaS, and AI-driven solutions, you'll help clients achieve their business objectives while proactively addressing their needs with empathy, efficiency, and strategic insight.
What you'll do
- Build and maintain strong client relationships, acting as a trusted point of contact and strategic partner
- Guide clients through onboarding, product training, and setup for a smooth first 90 days
- Monitor usage data to spot growth opportunities and proactively address engagement drops
- Present business reviews showing ROI and drive account growth through upselling and cross-selling
- Resolve client issues by coordinating with product, engineering, operations, and billing teams
- Maintain accurate CRM records and support reporting and process improvement
Requirements
- Experience: 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments)
- Client Focus: Proven ability to build and maintain strong relationships with clients and stakeholders
- Communication: Exceptional written and verbal communication skills with compassionate, professional approach
- Strategic Thinking: Ability to understand client business goals and provide strategic guidance
- Problem-Solving: Strong analytical and conflict-resolution abilities with proactive mindset
- Organization: Exceptional organizational skills and attention to detail with ability to manage multiple accounts
- Tech Proficiency: Proficient in CRM tools, scheduling systems, and modern productivity software
- Remote Work: Self-motivated and adaptable to remote work environments with proven ability to work independently
- Data-Driven: Comfortable analyzing usage data and metrics to inform decisions
- Adaptability: High adaptability in fast-paced, technology-driven environments
About Pearl Talent
Pearl Talent is a talent placement company that recruits remote workers, trains them to work effectively with AI tools, and places them as managed contractors with client companies — across roles ranging from client-facing positions to software engineers and executive assistants. The company is roughly 50 people managing a few hundred placed contractors, growing into new verticals, with clients spanning venture-backed tech and healthcare sectors. They emphasize community-building (events, culture) alongside the placement business itself.
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