Client Success Director - REMOTE - I032

Job Description

Industry

Staffing & Talent Solutions

Work Arrangement

Fully Remote — LATAM

Job Type

Full-time

Work Schedule

40 hours per week, Monday to Friday

Core hours: 9 AM – 5 PM EST

Locations

Remote (LATAM) (South Africa)

About Pearl Talent:

Pearl 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.

Hear why we exist, what we believe in, and who we’re building for: Watch here

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, make an impact, and build a long-term career. We believe in creating environments where your potential is recognized, your voice matters, and your success is tied to meaningful work—not short-term perks. Joining Pearl means stepping into opportunities that challenge you, support you, and set you up for lasting success.

Role Overview:

The Client Success Director is responsible for leading and scaling the company’s Client Success function, with full ownership over post-placement delivery, client retention, account expansion, and overall client experience. This role operates at the intersection of leadership, strategy, and execution, ensuring clients consistently realize value from the talent placed within their organizations. You will manage a team of Client Success Managers and Talent Success Managers while directly owning escalations, retention strategy, and revenue durability. The role is both strategic and hands-on, requiring strong judgment, proactive problem-solving, and a high bar for service quality. This position is ideal for a leader who thrives in fast-paced environments and takes extreme ownership of outcomes.

Your Impact

You will directly influence client retention, revenue stability, and long-term account growth by ensuring a consistently high-quality client and talent experience. Your leadership will help maintain strong Net Promoter Scores and eliminate churn driven by quality or service issues. By building trusted client relationships and proactive success systems, you will turn successful placements into long-term partnerships that expand through renewals, upsells, and referrals. Your work will strengthen operational discipline, elevate team performance, and reinforce the company’s reputation for white-glove service and reliability.

Core Responsibilities (with percentage allocations)

Client Relationship Ownership & Retention – 30%

• Build and maintain strong, trusted relationships with key client stakeholders.
• Own client escalations end-to-end, resolving issues with urgency and accountability.
• Conduct proactive client check-ins during critical lifecycle moments.
• Ensure consistent communication standards with zero missed client touches.

Team Leadership & Coaching – 25%

• Lead, coach, and develop Client Success Managers and Talent Success Managers.
• Conduct regular 1:1s, performance reviews, and coaching sessions.
• Set and enforce expectations for white-glove service and extreme ownership.
• Uplevel team capability to anticipate and resolve issues before clients escalate them.

Talent Performance & Retention Strategy – 15%

• Partner closely with Talent Success to ensure placed talent performs and grows.
• Develop engagement and retention strategies within client organizations.
• Ensure rapid replacement processes with a maximum one-week lag when churn occurs.

Account Growth, Upselling & Advocacy – 15%

• Identify and execute upsell opportunities within existing client accounts.
• Drive referrals, testimonials, and case study participation.
• Build internal champions within client organizations to support expansion.

Metrics, Systems & Operational Discipline – 10%

• Monitor account health trackers daily with zero missed client interactions.
• Own internal health scores, NPS, retention, and expansion metrics.
• Ensure clean, accurate, and reliable reporting across all accounts.

Cross-Functional Collaboration – 5%

• Partner with Recruiting, Sales, and Marketing leadership teams.
• Align on account health, delivery capacity, and growth opportunities.

Requirements

Must-Haves (Required)

• 5+ years of experience in Client Success, Account Management, or Operations leadership.
• Proven experience managing and scaling high-performing client-facing teams.
• Strong client-facing communication and escalation management skills.
• Demonstrated success driving retention, renewals, and account expansion.
• Ability to operate effectively in fast-paced, high-ownership environments.
• Availability to work EST-aligned hours.

Nice-to-Haves (Preferred)

• Experience in staffing, outsourcing, or BPO environments.
• Background in startups or high-growth organizations.

Tools Proficiency

Must-Haves (Required)

• HubSpot (or equivalent CRM)
• Google Workspace
• Slack
• Zoom

Nice-to-Haves (Preferred)

• Sales enablement tools
• Call recording and analysis tools
• Automation tools (Zapier or similar)

Benefits

What You’ll Gain:

• Monthly performance bonus
• Fully remote, forever
• Annual team retreat
• Unlimited PTO
• Real-world experience in recruitment marketing and sourcing
• A behind-the-scenes look at how we connect people with opportunities
• A supportive team that values your growth and ideas

Ready to Join Us?
If you’re hungry to lead, build, and scale—and you’ve done it before—then this is the opportunity you’ve been waiting for. Apply now and help us build the world’s best recruitment team!