Customer Success Manager (Americas) - Oyster

About Oyster

The best jobs have always clustered in a handful of the world's wealthiest cities. But talent is everywhere. Oyster set out to close that gap—building a global employment platform that lets companies hire, pay, and care for brilliant people anywhere.

Distributed across 60+ countries since 2020, Oyster is a B Corp-certified global employment platform recognized as a top workplace across TIME, Newsweek, and G2.

About the Role

All of Oyster’s positions are fully remote. To create the best experience for our new hire, this role requires you to be based within UTC -3 to UTC -8 (Americas) as you will be supporting the Americas region.

We are seeking a passionate and results-driven Customer Success Manager to join our dynamic team. As a Customer Success Manager (CSM), you will play a pivotal role in managing relationships with our diverse customer base, ensuring their success and satisfaction with our platform and services.

Our Customer Success POD is a dynamic and tightly-knit group committed to crafting a seamless customer journey. You'll join a collaborative environment where ideas flourish, continuous learning is encouraged, and team members contribute unique skills to shared goals.

Key Responsibilities

• Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels.
• Address and manage assigned customer health cases.
• Respond to customer inquiries and requests within the Success scope, providing timely and effective solutions.
• Conduct enablement sessions, product demos, and escalation calls with customers to drive adoption and address challenges.
• Manage customer escalations and collaborate cross-functionally to resolve issues.
• Utilize data-driven insights to understand customer needs and advocate for their interests internally.
• Identify opportunities for improvement and scalability in customer success processes.
• Lead and participate in cross-functional projects aimed at improving customer engagement.
• Act as the primary point of contact for internal teams (Sales, Support, Product, Marketing).
• Partner with the Sales team on customer retention, particularly in churn-risk situations.
• Collaborate with Treasury on payment collection for late-paying customers.
• Stay abreast of product updates and industry trends to continuously enhance support for customers.

Requirements

• Minimum of 2 years of experience in a Customer Success, Account Manager, or quota-carrying role, preferably in a SaaS or technology company.
• Proven track record of managing multiple customer relationships and driving customer success initiatives.
• Ability to effectively manage customer expectations and resolve conflicts.
• Exceptional verbal and written communication skills in English.
• Strong interpersonal skills with the ability to build rapport and trust.
• Analytical mindset with the ability to leverage data to drive decision-making.
• Strong cross-functional collaboration, organizational skills, and attention to detail.
• Ability to thrive in a fast-paced, dynamic environment.
• Passion for customer advocacy and commitment to delivering exceptional service.
• Reliable home internet connection.

Bonus Points

• Experience in the HR industry and international employment practices.
• Proficiency in Zendesk, Asana, Notion, and Slack.

Benefits & Working at Oyster

• Work from Anywhere: Distributed culture without borders or HQ.
• Paid Time Off: 40 days off per year (including holidays and vacation).
• Mental Health Support: Access to Plumm mental well-being platform.
• Wellbeing Allowance: Monthly stipend in your ThanksBen wallet.
• Flexible Parental Leave: At least 3 months' paid leave for all new parents.
• WFH Stipend: Stipend for laptop and home office equipment.