Customer Success Manager

Be the Driving Force Behind Exceptional Customer Experiences!

Are you passionate about building long-lasting customer relationships and optimizing processes that truly make a difference? We’re looking for a motivated Customer Success Manager to join our fast-growing global team.

Why join Black Pearl Group

o Global stage: Join a company that's making waves globally with its cutting-edge technology and data innovations

o Make an Impact: You’ll be directly influencing our success by shaping the customer experience.

o Grow Fast: Accelerate your career with opportunities for personal and professional growth in a company that’s results driven.

o Awesome Culture: Work with a team that’s collaborative, supportive, and always pushing for innovation and excellence.

About Blackpearl Group

Blackpearl Group is a market-leading data technology company pioneering AI-driven sales and marketing solutions for the US market. All our services are designed to power revenue growth for small-to-medium sized businesses, BPG consistently delivers exceptional value to its customers. Our mantra is simple: ‘Better Growth Together’. When our customers win, we win.

Innovation drives everything we do - our focus is on building SaaS that empowers small to medium-sized businesses, driving growth through our customer acquisition and data integration platforms. Our primary product, Pearl Diver (https://www.pearldiver.io/), is built to empower businesses through data insights.

With the Head Office in New Zealand and five other countries across the globe, the Blackpearl team is expert, agile and focused on supporting rapid company growth that is occurring right now.

For more information visit: https://www.blackpearl.com/.

About the Role

This role presents a unique opportunity for an intermediate level expert to make a substantial impact on customer retention and satisfaction within our US customer base.

This is a new role due to a growing team where you’ll play a critical part in streamlining the efficiency of our Customer Success team, driving customer retention, and ensuring customer satisfaction. You’ll be the architect behind smoother customer journeys and the go-to advocate for their needs—making sure our clients get the best service from day one through ongoing support.

Black Pearl Group fosters a fast-paced and dynamic company culture, emphasizing collaboration across all departments. Building strong relationships both externally and within the organization is paramount.

Why You’ll Love Working with Us

As a Customer Success Manager, you’ll be a key player in creating exceptional experiences for our customers. Whether you’re consulting with customers, leading product improvement projects or jumping in to resolve escalations, your work will directly drive customer loyalty and retention. You’ll also get to be part of shaping our customer success strategy from the ground up—it’s your chance to leave a mark!

Your Day-to-Day

• Customer Consulting: Offer expert advice and solutions through consulting calls, helping customers get the most out of our products.

• Build Relationships: Create strong, long-term connections with key customers, going above and beyond to meet their needs and exceed expectations.

• Ongoing Customer Support: Provide exception customer support to our existing customer base, and drive improvements to the current support processes.

• Customer Retention Champion: Assist with the development and execution of retention strategies that keep our customers coming back for more.

• Escalation Guru: When things go sideways, you’re the calm, collected problem-solver who turns the situation around.

• Effective Communication: Maintain clear, proactive communication with customers through various channels, keeping them informed and supported every step of the way.

• Overflow Hero: Jump into standard onboarding and support calls to ensure nothing falls through the cracks.

What You Bring to the Table

• Experience That Matters: 2-3 years in customer support, service, or success—ideally in SaaS—with high emotional intelligence (EQ) and a proven track record of delivering results.

• Seasoned Pro: You’re logical, emotionally intelligent, and can think on your feet—ready to tackle challenges at an intermediate or senior level.

• Customer Obsessed: You’re passionate about delivering an exceptional experience and know how to communicate clearly and effectively.

• Tech-Savvy: Fast learner who can grasp new technologies (SaaS preferred) and explain them to customers with ease.

• Problem-Solver Extraordinaire: Strong analytical skills and a creative approach to finding solutions.

• Adaptable: You thrive in a dynamic, ever-changing environment and can shift strategies based on data and feedback.

• Team-Oriented: You work well in a collaborative, multitasking environment and know how to get things done.

• Ready for the US Market: Able to support across different US time zones

If you thrive in a fast-paced environment and are excited about making a tangible impact on customer satisfaction and loyalty, this role is for you!

How to Apply

Apply now and contribute to delivering exceptional customer experiences that deliver value to our customers as ‘when our customers win, we win!’

Job Type: Full-time

Pay: $65,000.00 - $72,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Location:

• Arizona (Required)

Work Location: Remote

Salary : $65,000 - $72,000