Customer Success Manager (EMEA) - Oyster

About the Role

Oyster is seeking a passionate and results-driven Customer Success Manager to join our EMEA-based team. You will play a pivotal role in managing relationships with our diverse customer base, ensuring their success and satisfaction with our global employment platform.

As a member of our Customer Success POD, you will work in a collaborative, fast-paced environment where innovation and customer satisfaction are at the core of everything we do.

Key Responsibilities

• Relationship Management: Proactively nurture a portfolio of customers to ensure high engagement and satisfaction.
• Case Management: Address and manage assigned customer health cases and inquiries within the Success scope.
• Enablement: Conduct product demos, enablement sessions, and escalation calls to drive platform adoption.
• Cross-Functional Collaboration: Work closely with Sales, Product, Support, Marketing, and Treasury teams to resolve issues, manage churn-risk, and maximize platform value.
• Data-Driven Advocacy: Utilize insights to understand customer needs and advocate for their interests within the organization.
• Process Improvement: Identify opportunities to scale success processes and contribute to cross-functional projects.

Requirements

• Minimum 2 years of experience in Customer Success, Account Management, or a quota-carrying role (SaaS/Tech preferred).
• Proven track record of managing multiple customer relationships and driving success initiatives.
• Exceptional verbal and written communication skills in English.
• Strong interpersonal skills with the ability to build rapport and manage conflict.
• Analytical mindset with the ability to leverage data for decision-making.
• Ability to thrive in a fast-paced, dynamic, and distributed environment.
• Proficiency in tools like Zendesk, Asana, Notion, and Slack is a bonus.
• Must be based within the EMEA region.

Benefits & Perks

• Work from anywhere: Fully remote culture with no borders.
• Paid Time Off: 40 days per year (including holidays).
• Wellbeing: Access to Plumm mental health support and a monthly wellbeing allowance.
• Parental Leave: Flexible, paid parental leave with job protection.
• Equipment: WFH stipend for your home office setup.