A highly collaborative, globally distributed team working with a SaaS product.
PMLooking for a job
Pearl McGuire
@pearlmcguire
I build CS teams in start-up and SaaS companies. A leader, early hire, and regular collaborator
SpainWhat I'm looking for
A passionate, devoted Senior Customer Success Manager with experience in all aspects of the Customer Success field. Building and leading teams, CS operations and logistics, project management, and enablement. Distributed team knowledge, including leading a group of fully distributed team members. I have been privileged enough to join a number of start-up companies as an early hire, creating a varied knowledge of the inner workings of a growing company searching for the best fit.
Experience
EPManager & Team Leader, International Enablement
Eptura
Feb 2022 - Apr 2023 (1 year 2 months)
Founded the International Enablement Manager role, facilitating scaling for the rapidly expanding Customer Success, Customer Support, and Sales teams.
Led the Customer Support team, developing best practices to align with an established world-class reputation.
Owned the implementation of internal and external product knowledge hubs, collaborating with Product and Engineering to update resources.
EPLeader, Enterprise Accounts Manager
Eptura
Apr 2020 - Jan 2022 (1 year 9 months)
Established partnerships with Enterprise level clients, resulting in increasing ARR to over $4 million
Reduce churn through proactive monitoring of high-risk accounts, maintaining churn rates below 2%
Onboard new B2B Enterprise SaaS accounts, utilizing Asana and Planhat to manage projects and as a single source of truth for implementation teams
Promoted to International Enablement Manager
EPSenior Manager, Customer Success
Eptura
Jun 2019 - Apr 2020 (10 months)
Managed chat and email inquiries. keeping resolution times 50% below SLA
Collaborated with the Product team, providing client feedback and influencing future roadmaps
Created and revised internal processes to support scaling, generated implementation playbooks
80% Increase in help center usage saving a minimum of 5 agent hours per week and helping customers solve issues independently.
Tech stack
Learn about the tools and technologies that Pearl likes to use.
Availability
Looking for a job
Location
SpainAuthorized to work in
United StatesSalary expectations
100k-150k USD
Social media
Job categories
Skills
B2B SaaSLeadershipRevenue EnablementStaff TrainingCustomer TrainingRelationship ManagementCustomer RetentionCustomer SuccessCustomer Success OperationsImplementation ManagementAgile Project ManagementTrainingEnterprise Account ManagementTeam LeadershipUser OnboardingRetention StrategyCustomer Success MetricsAgile CollaborationRemote TeamKPIsAutonomous
Interested in hiring Pearl?
You can contact Pearl and thousands of other talented remote workers on Himalayas.
Message PearlFind your dream job
Sign up now and join thousands of other remote workers who receive personalized job alerts, curated job matches, and more for free!
