Bilingual Customer Success Manager - EG002

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

1. Application
2. Skills Assessment
3. Initial Screening
4. Top-grading Interview
5. Client Matching
6. Job Offer
7. 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.