Customer Success Manager (Americas)

About this role

✨ ONE PLATFORM, A WHOLE WORLD OF OPPORTUNITY

The best jobs are often restricted to a few wealthy cities, but talent exists everywhere. Oyster set out to change this by launching a global employment platform that enables companies to hire, pay, and support talent anywhere.

We’re proof that a strong, engaged culture doesn't require an office. Since January 2020, Oyster has:

🌏 Built a distributed team of 400+ across 60+ countries

👩‍💻 Featured in Forbes https://www.forbes.com/sites/laurabegleybloom/2024/01/25/work-from-home-or-anywhere-top-30-companies-for-remote-jobs-in-2024/ as #9 in FlexJobs Top 30 Companies for remote jobs

🌈 Formed a diverse leadership team and a workforce that’s 60% female

🏆 Earned top employee engagement scores

🦄 Raised $286 million; valued at $1.2 billion

💚 Achieved B Corp status in 2023

Our momentum shows the power of global employment, and we’re just getting started! If you want to help us drive change and work remotely, we’d love for you to apply!

THE ROLE 

Location: While this position is posted in a specific location, all of Oyster’s positions are fully remote and you can work from home. Forever. To create the best experience for our new hire, this role requires you to be based within -3 / - 8 UTC (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. This position offers an exciting opportunity to work in a fast-paced environment, collaborate cross-functionally, and make a significant impact on the customer experience.

Our Customer Success POD is a dynamic and tightly-knit group committed to crafting a seamless customer journey. As a member of this team, you will be part of a collaborative environment where ideas flourish, and each team member's input is cherished. We foster a culture of continuous learning and growth, encouraging every team member to contribute their unique skills and perspectives to our shared goals. By joining our Customer Success POD, you'll become part of a supportive community that thrives on innovation, excellence, and a steadfast commitment to customer satisfaction.

KEY RESPONSIBILITIES

- Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels.

- Responsible for addressing and managing customers' health cases assigned to them.

- 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 and ensure customer satisfaction.

- Utilize data-driven insights to understand customer needs and preferences, advocating for their interests within the organization.

- Identify opportunities for improvement and scalability in customer success processes, contributing ideas and solutions to enhance customer health.

- Lead and participate in cross-functional projects aimed at improving customer engagement and satisfaction.

- Act as the primary point of contact for internal teams, addressing and prioritizing requests from Sales, Support, and other departments.

- Collaborate with the  Sales team to ensure customer retention, particularly in churn-risk situations.

- Collaborate with Treasury on payment collection for late-paying customers

- Work closely with Product, Sales, Support, and Marketing teams to ensure customers receive comprehensive support and maximize the value of our platform.

- Stay abreast of product updates and industry trends, continuously enhancing your skills and knowledge to better serve our 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 any conflicts should they arise.

- Exceptional communication skills, both verbal and written.

- Strong interpersonal skills with the ability to build rapport and trust with customers.

- Analytical mindset with the ability to leverage data to drive insights and decision-making.

- Cross-functional collaboration skills with experience working across departments to achieve common goals.

- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

- Strong organizational skills and attention to detail.

- Passion for customer advocacy and commitment to delivering exceptional service.

- Willingness to continuously learn and upskill to keep pace with product advancements and industry trends.

- Proficiency in Zendesk, Asana, Notion, and Slack is a bonus.

ATTRIBUTES THAT ARE NOT REQUIRED (BUT ARE A BONUS)

- Experience in the HR industry and employment practices spanning multiple countries

YOU'LL ALSO NEED

- A reliable home internet connection (or be able to get one)

- Proficiency in both written and spoken English language is required

HOW WE WORK TOGETHER AT OYSTER

Our values guide the work we do, the decisions we make, and the culture that makes us special. We make it happen. We drive change. We build and give trust, and we are a united team.

Our mission is to create a more equal world, one global hire at a time. Everything we do ladders up to our mission, and that doesn’t just mean building software. We develop programs, participate in workshops, and create dedicated teams to ensure we successfully support companies and knowledge workers in this new world of work. 

We embrace asynchrono

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