Customer Success Manager
Role Summary
As a Customer Success Manager (CSM), you will take full ownership of the customer journey—proactively driving engagement, elevating the customer experience, and pushing toward meaningful growth and measurable outcomes at every stage.. From kickoff to renewal and expansion, you’ll ensure partners are not just supported, but actively progressing toward measurable impact. This is a fast-paced, high-ownership role where priorities shift quickly and execution matters.
You’ll be on the front lines with our partners, monitoring account health in real time and jumping into action to remove blockers, drive adoption, and push outcomes forward. You’ll work cross-functionally with Sales, Product, and Support to deliver a seamless experience and ensure no customer stalls.
Success in this role means moving quickly, communicating clearly, and consistently finding ways to maximize customer value, while advancing Pearl’s mission: creating equitable access to relationship-based education that is impactful, scalable, and sustainable.
Responsibilities You’ll Own
- Drive implementation by moving quickly with customers, building and executing plans that lead to rapid adoption and measurable outcomes.
- Lead high-impact onboarding and training sessions for administrators, educators, and tutors, ensuring immediate readiness and engagement
- Actively manage change within partner organizations by aligning stakeholders, overcoming resistance, and ensuring sustained adoption.
- Proactively engage customers, anticipating risks and pushing accounts toward their goals before issues arise
- Partner with customers to analyze data, extract insights, and translate them into clear, actionable next steps
- Jump into troubleshooting and problem-solving quickly, owning issues through resolution and keeping momentum with customers
- Maintain accurate, real-time account data in Salesforce and Monday.com to reflect progress and risk
- Closely monitor support tickets—driving visibility, accountability, and timely resolution with Engineering
- Deliver consistent, actionable feedback to Product based on customer needs, challenges, and opportunities
- Create and iterate on customer-facing resources that improve speed, clarity, and self-sufficiency
- Step in wherever needed to support customers and internal teams in a dynamic, evolving environment
You’re a great fit if you:
- Communicate clearly and confidently across email, video, and Slack, especially in fast moving situations
- Take extreme ownership and pride in outcomes, not just tasks
- Thrive under pressure and can prioritize effectively when everything feels urgent
- Are highly organized and able to manage multiple accounts, deadlines, and stakeholders at once
- Have experience with Salesforce, Monday.com, Camtasia, Canva, and Google Workspace
- Are energized by a fast scaling startup environment where change is constant
- Navigate challenges and conflict with empathy while still driving progress and accountability
- Are naturally curious, always looking to improve processes, solve problems, and move faster
Requirements
- Ability to begin workday at 9 AM ET
- Flexibility to occasionally work outside standard business hours when needed to support customers
- Legally authorized to work in the United States
- Ability to travel to Richmond, VA as required (<5% travel)