Customer Success Manager

Pear Commerce helps CPG brands get found and get bought.

Our technology powers inventory-aware, shoppable experiences across media and digital touchpoints, connecting shoppers to in-stock retailers while capturing full-funnel data and actionable insights. We partner closely with the world’s leading food, beverage, alcohol, beauty, and pet brands to bring these experiences to life, ensuring they launch quickly, perform strongly, and continuously improve over time.

At Pear, Customer Success is at the center of that mission, helping brands turn shopper intent into long-term growth.

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 Customer Success Manager to join our team. As a CSM, you will serve as a quarterback and trusted advisor for our mid-market and emerging customers. You will be responsible for owning customer relationships, and orchestrating successful customer outcomes. 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 AlignmentBuild and nurture strong partnerships with customer stakeholders, especially the 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’ SuccessGuide customers toward achieving their desired outcomes by understanding their goals and aligning our solutions to meet their needs.
• Prioritize customer engagements based on data signals to ensure customers receive the right attention at the right time.
• Facilitate regular outcome check-ins with execs to align on ROI, and future plans.
• Partner with sales and product teams to create tailored solutions that address customer challenges/
• Commercial OutcomesOwn renewal and expansion motions end-to-end, including discovery, value articulation, negotiation, and close.
• Manage a renewal and expansion forecast with accuracy, clearly identifying risk, upside, and mitigation plans.
• Translate customer outcomes and ROI into clear commercial proposals that support retention and growth.
• Identify and pursue opportunities for growth by understanding customer use cases and potential adoption areas.
• Risk Mitigation and Escalation ManagementProactively 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.
• Scaled Customer Success & AutomationHelp design and execute scalable customer success motions for a high-volume book of business, including tech-touch and pooled engagement strategies.
• Leverage automation, data signals, and repeatable plays (e.g., webinars, lifecycle campaigns, in-app or email workflows) to drive outcomes efficiently.
• Partner closely with CS Operations and leadership to continuously improve coverage models, tooling, and engagement strategy.
• Technical & Data FluencyUse customer data, engagement signals, and tooling (CRM, CS platforms, marketing automation, analytics) to prioritize work and guide decision-making.
• Collaborate cross-functionally with Product, Engineering, and Ops to troubleshoot issues, improve adoption, and inform roadmap decisions.

You Have

• 3+ 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
• Strong executive presence and the ability to build credibility and influence across diverse audiences.
• Exceptional communication, negotiation, and interpersonal skills.
• Experience 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.
• Experience owning or directly supporting commercial conversations, including renewals, expansions, and value-based negotiations.
• Comfort managing a higher-volume book of business through a mix of 1:1 engagement and scaled, programmatic approaches.
• Strong technical curiosity and fluency; able to quickly learn new tools, understand integrations, and work effectively with technical partners.
• Experience using automation, workflows, or lifecycle programs to drive customer engagement at scale (hands-on execution or close partnership with Ops).
• Direct Sales, Marketing or CS Operations experience a bonus

Compensation

The base compensation range for this role is $75,000-$100,000. Salary is based around a number of factors including geography, experience, and skillset. This role also offers a 20% commission on top of base salary for candidates who hit OTE. We also 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

Director of Customer Success

Location

Remote

Candidates must be authorized to work in the United States and be U.S.-based. We are unable to sponsor new employment visas, but we can support the transfer of an existing U.S. work authorization. Pear Commerce is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.