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, including weekends and US holidays during peak seasons)

Locations: LATAM (Mexico, Colombia, Argentina, Brazil), and other Spanish-speaking regions with excellent English communication skills

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, be challenged, and build long-term, meaningful careers.

Role Overview

The Bilingual Customer Success Manager (Spanish/English) serves as a trusted partner for English- and Spanish-speaking customers, ensuring strong adoption, satisfaction, and long-term success. This role blends relationship management, product guidance, and bilingual communication to support diverse customer bases across global Spanish-speaking markets.

You will act as the primary point of contact for assigned accounts, helping customers achieve outcomes, navigate challenges, and maximize value—while bridging language and cultural gaps. This role is ideal for customer-focused professionals who thrive in dynamic environments and enjoy supporting users across different regions and cultures.

Your Impact

Your bilingual support enables companies to serve Spanish-speaking customers with clarity, confidence, and consistency. By removing language and communication barriers, you help improve adoption, retention, and customer trust across global markets. Your work strengthens long-term partnerships and ensures customers feel supported and understood.

Core Responsibilities

Bilingual Customer Relationship Management — 35%

Serve as primary point of contact for English- and Spanish-speaking customers
Build strong, trust-based relationships through regular communication
Understand customer goals, challenges, and success criteria
Communicate via email, chat, phone, or video in the customer’s preferred language
Translate complex product concepts into clear, accessible explanations
Handle inquiries and requests with professionalism and empathy

Onboarding, Adoption & Engagement — 30%

Guide new customers through onboarding in English or Spanish
Deliver product walkthroughs and training sessions as needed
Support customers in understanding features, workflows, and best practices
Monitor usage and engagement to identify support needs early
Proactively assist customers in reaching early wins and long-term value

Account Health & Growth Support — 20%

Track customer health metrics, usage trends, and engagement signals
Identify risks, underutilization, or churn indicators
Surface upsell or expansion opportunities aligned with customer needs
Support renewals through consistent value communication
Prepare and deliver account reviews in English or Spanish

Issue Resolution & Internal Coordination — 10%

Act as liaison between customers and internal teams
Escalate issues and follow through to resolution
Communicate progress clearly and manage expectations
Share customer feedback and insights with product and operations teams
Ensure culturally respectful and timely issue handling

Documentation & Process Improvement — 5%

Maintain accurate CRM records of customer interactions
Document common issues, solutions, and best practices
Contribute to improving customer success workflows
Support creation or localization of customer-facing resources

Requirements

Must-Haves (Required)

Fluency in Spanish and English (written and verbal)
1–2+ years of experience in Customer Success, Account Management, or client-facing roles
Strong relationship-building and communication skills
Ability to explain products or services clearly to non-technical users
High cultural awareness when working with diverse Spanish-speaking audiences
Strong organizational and time-management skills
Comfort working with data, usage metrics, and CRM tools
Ability to work independently in a remote, global environment

Nice-to-Haves (Preferred)

Experience supporting customers across multiple regions or time zones
Background in SaaS, technology, or service-based companies
Experience conducting customer reviews or renewal conversations
Exposure to onboarding or customer education programs
Trilingual capabilities (e.g., Spanish/English/Portuguese)

Tools Proficiency

Must-Haves (Required)

CRM platforms (HubSpot, Salesforce, Zendesk, Intercom, or similar)
Communication tools (Gmail/Outlook, Slack, Zoom, Microsoft Teams)
Scheduling tools (Google Calendar, Calendly, or equivalent)
Productivity tools (Google Workspace or Microsoft Office)

Nice-to-Haves (Preferred)

Project management tools (Notion, Asana, Trello, ClickUp, Airtable)
Customer support or ticketing platforms
Analytics or reporting tools
Workflow automation tools
Translation or localization tools

Benefits

Competitive Salary: Based on experience and skills
Remote Work: Fully remote — work from anywhere
Generous PTO: In accordance with company policy
Direct Mentorship: Access to global industry leaders
Learning & Development: Continuous growth resources
Global Networking: Work with international teams

Our Recruitment Process

Application
Skills Assessment
Initial Screening
Top-grading Interview
Client Matching
Job Offer
Onboarding

Ready to Join Pearl Talent?

Build a long-term remote career supporting customers across global Spanish-speaking markets. Join Pearl Talent and grow by helping users succeed through clarity, trust, and meaningful relationships.

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