Client Success Lead

About Pelagic

Pelagic is a collective of seasoned operational experts and passionate problem solvers with broad, diverse skill sets, earned knowledge, and a nimble, systems-first approach. We empower innovators to navigate complex operational challenges with our proven, sustainable solutions. We thrive on helping founders and leaders avoid the acute pains that we endured while scaling our own fast-growing companies.

Our service is flexible and ranges from ad hoc advisory to end-to-end supply chain management and optimization. Our team guides businesses of any size or stage through launch, rapid growth, and the inevitable operational hurdles that follow. Identifying, analyzing, and solving the 'impossible' is daunting to most, but exhilarating to us — which is why we built Pelagic. Our mission is to transform the world's wildest visions into tangible realities.

Overview

We're looking for a Client Success Lead to join our growing team as a direct partner to our Client Success Manager and a visible, trusted point of contact for our clients. This role sits at the intersection of client relationship management, financial administration, and operational execution — and it's essential and foundational to the quality and trust our clients place in Pelagic.

You'll work closely with our Client Success and Executive Teams to manage both the client-facing and operational backbone of active engagements: showing up on calls, maintaining relationships, and owning the precision of every document, invoice, and deliverable that crosses a client's desk. The clients we serve are founders, investors, and CPG brand leaders — people who notice quality, and whose confidence in Pelagic depends on it.

You are detail-oriented to the point of satisfaction. You find genuine fulfillment in getting things right — every number, formatting, document, and deadline. You're a natural communicator who can read a room, adapt your tone to a CEO or a junior stakeholder, and represent Pelagic with poise. You're a systems thinker who doesn't just complete tasks but looks for ways to improve the process. You ask good questions, take ownership of your work, and never stop at step one when there are three more steps to go.

This is not an entry-level role. You've worked in fast-paced environments before, you've been on client calls and in client-facing situations where quality matters, and you're ready to be a true partner — not just a task-taker.

Responsibilities

Client Relationship Management

• Serve as an active, client-facing point of contact across a portfolio of engagements — participating in and sometimes leading client calls, check-ins, and status updates
• Build trusted relationships with client contacts including founders, C-suite executives, and brand operators; understand their communication style and adapt accordingly
• Proactively surface client needs, flags, and opportunities back to the Client Success Manager and broader team
• Represent Pelagic with professionalism, warmth, and precision in every interaction — written, verbal, or in-person

Client Engagement Administration

• Own the preparation, review, and accuracy of client-facing documents including scopes of work, invoices, agreements, and deliverable summaries
• Maintain meticulous records of billing, retainers, and contract terms; flag discrepancies before they reach the client
• Manage follow-through on multi-step tasks independently, without needing to be prompted for each next action

Client Communication & Coordination

• Draft and send polished written communications to clients and external stakeholders on behalf of the Client Success team
• Coordinate client calls, prepare agendas, facilitate smooth meetings, and ensure thorough follow-up
• Own client touchpoints end-to-end — scheduling, prep, documentation, and next steps — so nothing slips

Operational & Financial Support

• Track and reconcile project financials including hours, milestones, and invoicing cadences
• Coordinate across internal team members to ensure client commitments are met on time
• Identify gaps or bottlenecks in existing processes and proactively propose solutions

Systems & Process Contribution

• Contribute to the documentation and refinement of internal SOPs for client engagement workflows
• Leverage and improve Pelagic's internal tools (project management systems, CRM, etc.) to keep client data accurate and current
• Support onboarding of new clients by preparing intake materials and ensuring a smooth handoff from sales to delivery

Qualifications

Required Experience & Skills

• 3–5 years of professional experience in a client-facing, operations, executive support, or account management role
• Proven track record managing high-stakes deliverables with precision — invoices, contracts, reports, or similar
• Experience supporting or interfacing with senior-level clients (founders, investors, C-suite); you understand the weight of that dynamic
• Excellent written communication skills; able to draft clear, professional documents and correspondence with minimal oversight
• Strong financial literacy — comfortable working with numbers, contracts, and billing without being an accountant
• Highly proficient with Google Workspace; familiarity with project management tools (Asana, ClickUp, Notion, or similar)
• CPG industry experience strongly preferred

Ideal Candidate Profile

• You are a people person — you read the room and build trust quickly
• You are a natural completer — when given a task, you see it through to the end and verify the details before calling it done
• You are curious and ask good questions; when something doesn't look right, you dig in rather than let it pass
• You have worked in a startup or fast-paced environment and are comfortable with ambiguity, shifting priorities, and wearing multiple hats
• You are receptive to feedback and treat it as information, not criticism — you iterate quickly and don't repeat the same mistakes
• You take ownership of your work product and hold yourself to a high standard without needing external pressure to do so
• You enjoy being a true partner to the people you support — dividing and conquering, not just executing a task list

Pelagic is an equal opportunity employer committed to building a diverse and inclusive team.

How to Apply

Send an email to recruiting@pelagic.co with your resume and a short note — not a cover letter, just a few lines: who you are, what draws you to this role, and what kind of work makes you feel like you're at your best.

We read every application personally. If your profile resonates, we'll be in touch to tell you exactly what comes next.