About Pear Commerce

Pear Commerce is the retail ecommerce platform that connects CPGs to retailers, converting shoppable media into actionable insights that fuel performance marketing

We are redefining how CPG brands think about ecommerce by providing the infrastructure for the Retail Ecommerce channel alongside DTC and Amazon. Our software and partnerships illuminate the customer journeys—from impression to sale, providing a closed feedback loop for CPGs' digital marketing efforts and allowing for true conversion-optimized campaigns (for the first time ever).

And if this all sounds like a different language…essentially, we make sure when a brand like Sparkling Ice serves an ad, they're able to capture real-time insights into how their campaigns are performing - down to the content, platform, geo, and audience - to increase overall marketing effectiveness.

Oh, and we make the industry's coolest and most shoppable store locators, too.

The Team

At Pear, we hire the best and then take really good care of them. We want you to grow here, and believe hiring and keeping world-class talent is a true competitive advantage. To be clear, our team is not a family. It's a group of insanely talented and kind people that work tirelessly (but not like on the weekend or evenings) to make Pear better than it was yesterday.

Pear is a venture-backed startup and, to succeed, you must be comfortable with our approach:

• We focus on alignment so we can act autonomously.
• We are builders and do-ers and we move quickly.
• We ask why because we are curious and like to learn.
• We want the ideal team player—humble, hungry, and smart.
• We are not homogenous. We celebrate diversity.
• We work hard but know when to turn work off.
• We are not afraid of messiness, of change, of moving fast.
  
  

The Role

We are looking for a Principal Customer Success Manager to join our team. As a Principal CSM, you will serve as the strategic leader and trusted advisor for our most valuable enterprise customers. You will be responsible for owning the customer relationship, driving successful outcomes, and ensuring long-term value realization. This role includes accountability for a renewal and upsell quota while leading the overall partnership. You will align with executive stakeholders, manage escalations, and proactively mitigate risks while identifying opportunities to expand the customer relationship.

You Will Be Responsible for:

• Stakeholder Engagement and Alignment
• Build and nurture strong, multi-threaded partnerships with customer stakeholders, including executive decision-makers and budget owners.
• Act as the primary point of contact, advocating for the customer internally and ensuring alignment with their business objectives.
• Customers' Success
• Guide customers toward achieving their desired outcomes by understanding their goals and aligning our solutions to meet their needs.
• Develop and execute success plans tailored to each customer's objectives, timelines, and key performance indicators.
• Facilitate regular outcome reviews, showcasing success metrics, ROI, and future plans.
• Ensure alignment with customer strategies and adapt approaches to meet evolving business needs.
• Renewal Outcomes
• Drive successful renewal opportunities, achieving or exceeding quota targets.
• Tie customer outcomes to value-based proposals that expand the partnership and align with customer priorities.
• Accurately forecast renewals through a disciplined process of tracking opportunities and risks.
• Growth and Opportunity Development
• Identify and pursue opportunities for growth by understanding customer use cases and potential adoption areas.
• Partner with sales and product teams to create tailored solutions that address customer challenges and expand the relationship.
• Risk Mitigation and Escalation Management
• Proactively identify and address risks, ensuring customers stay on track to realize value from our solutions.
• Resolve escalations by coordinating internal teams and maintaining transparent communication with customers.
• Thought Leadership and Advocacy
• Represent the company as a trusted advisor by demonstrating a deep understanding of the customer's industry, challenges, and opportunities.
• Advocate for customers internally to influence product roadmaps and service enhancements that align with market needs.
  

You Have

• 8+ years of customer success, account management, or related experience, preferably at early stage enterprise SaaS companies.
• Proven track record of achieving renewal and upsell quotas in complex, multi-stakeholder accounts.
• Strong executive presence and the ability to build credibility and influence across diverse audiences.
• Exceptional communication, negotiation, and interpersonal skills.
• Expertise in risk mitigation, escalation management, and delivering measurable customer outcomes.
• Strategic mindset with the ability to think holistically and deliver on both short- and long-term goals.
  
  

Compensation

We anticipate the base salary band for this role will be between $130,000 to $145,000 in addition to equity and benefits. The salary at offer will be determined by a number of factors such as candidate's experience, knowledge, skills and abilities, geographic location, as well as internal equity among our team.

We Offer

• 100% of health premiums paid for you and your dependents
• Fully remote work with bi-yearly onsites to meet your colleagues
• 401(k) plan
• $250/month co-working space stipend
• $250 one-time home office stipend
• 20 company holidays and unlimited PTO
  
  

Reports to

VP of Customer Success

Location

Remote

Pear Commerce is committed to building an inclusive, diverse, and equitable workplace that respects and celebrates the unique contributions of each individual while ensuring we remain an equal opportunity employer that recruits, hires, trains and promotes based on merit and qualifications.