As Customer Success Manager (CSM) you will guide customers through the Customer Journey to ensure they have the necessary support in each stage. You’ll create an exceptional experience from kick-off through retention and growth. This role will partner closely with members of our Sales, Product, and Support teams and report to the VP of Customer Success.

To ensure success, you’ll monitor the health of your designated partners, while working closely with our internal teams to ensure clients are engaging with and getting the most out of Pearl.

You’ll work to maximize customer value through solutions-based design, exceptional customer support, and by building trusted, sustained relationships and supporting Pearl’s mission: To create equitable access to relationship-based education that is impactful, scalable and sustainable.

Responsibilities You’ll Own:
– Develop and execute implementation plans aligned with partner organizations’ goals to ensure successful adoption and measurable outcomes.Create and/or update customer help materials to guide and educate users
– Lead change management efforts for partner organizations, ensuring smooth transitions, stakeholder alignment, and sustained adoption of new processes or tools.
– Live (virtual) customer onboarding and training for all stakeholders in an organization (administrators, educators, tutors)
– Proactive customer engagement to nurture customers towards their individualized goals
– Guide customers through data analysis to uncover insights and drive strategic decisions, supporting meaningful operational and behavioral change.Provide troubleshooting assistance for customers
– Maintain accurate data and ongoing progress in Salesforce and Monday.com
– Monitor and communicate status of support tickets from initial entry through to Engineering
– Providing customer experience and feature request feedback to the Product team regularly
– Perform other duties as assigned

You’re a great fit if you:
– Are an excellent communicator over email, video, and Slack who enjoys working with people
– Take personal pride and ownership in the work you do
– Are able to prioritize and manage your time effectively
– Have experience working with Salesforce, Monday.com, Camtasia, Canva, and Google Workspace
– Are excited about working in a fast scaling startup environment
– Thrive in navigating conflict with empathy and professionalism, turning challenges into opportunities for stronger partnerships.
– Enjoy learning, solving problems, finding efficiencies, and making things work better

Requirements:
– Ability to begin workday at 9 AM ET
– Occasional flexibility to work outside normal business hours
– Legally authorized to work in the United States
– Ability to travel to Richmond, VA as required (<5% travel)