Customer Success Manager (AMER)

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  (AMER) as you will be supporting the Americas region.

As a key member of the Customer Success team at Oyster, you will focus on nurturing and retaining our most strategic customers. You will be on the front line with customers representing Oyster to our main points of contact to successfully deliver on our scope of product and services. You will partner closely with your Account Manager to align day-to-day activities to a clear picture of high-value partnership between Oyster and our customers, as well as leverage cross-functional stakeholders in order to assure successful relationship development.

Key Responsibilities

• Manage a portfolio of Oyster’s accounts, acting as a primary point of contact for customers, understanding their business objectives, challenges, and goals to help them maximize the value of Oyster’s products and services.
• Conduct regular account check-ins with customers to maintain healthy relationships and provide updates on product and service developments.
• Educate customers about Oyster’s products and services, providing basic product training for different customer personas.
• Effectively address customer concerns and escalations, collaborating with other teams when necessary to find timely resolutions.
• Collect and analyze customer feedback and data to identify trends and insights that can be shared with the broader team.
• Collaborate with Product, Account Management, and Support teams to relay customer feedback and contribute to product improvements.
• Participate in ongoing training to stay current with Oyster’s evolving product offerings and industry trends.

Core Requirements

• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in a SaaS or technology company.
• Experience managing customer relationships and supporting customer success initiatives.
• Ability to manage customer expectations and effectively handle conflict resolution.
• Good organizational skills to balance routine tasks with emerging customer needs.
• Strong communication skills, both written and verbal.
• Problem-solving skills and ability to address common customer issues.
• Professional and customer-centric approach to relationships.
• Process-minded with a focus on scale and efficiency for your work.
• Comfortable working remotely and adapting to asynchronous communication.
• Willingness to learn and grow, with a positive attitude towards problem-solving.
• Team-oriented mindset with the ability to contribute ideas and adapt to changes.
• Empathy and a positive attitude towards customers and colleagues.
• Interest in Oyster’s social impact mission and global employment opportunities.
• [BONUS] Familiarity with the EOR or HR industry is a plus.
• [BONUS] Knowledge of tools like Zendesk, Asana, Notion, and Slack is beneficial.
• [BONUS] Proficiency in languages other than English is an asset.

You’ll also need

• A reliable home internet connection (or be able to get one)
• Fluent English language skills

🦪 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 elevate talent. 🙌  We build trust. 🤝 We thrive together. 🌍

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 asynchronous communication and collaborative work—and we share how we work in the Oyster Public HQ —to help other global teams learn from our experiences.

💌  How YOU work

Different countries have different statutory benefits, different cultures have different norms, and different people have different needs! In order to best support and encourage our diverse team, we’ve created How YOU Work; a program of policies, practices, and perks to support your whole human experience as an employee at Oyster.

• Work from anywhere: Oyster is a borderless, HQ-less company. As long as your work gets done on time, your team has the support they need, and you’re authorized to work where you live, the world is truly your Oyster.
• Paid time off: We’re all about taking breaks—we all need it. Oyster provides employees with 40 days off each year, which includes public/bank holidays and vacation/holiday leave (unless your country mandates more).
• Mental health support: We consider your mental health a top priority. We offer access to Plumm, a mental well-being service, to support your mental health.
• Wellbeing allowance:  Each month, Oyster will top up your ThanksBen wallet with a wellbeing allowance. You can get pretty much anything that your heart desires! ThanksBen offers a wide array of options for spending your wellbeing allowance. Check out their benefits catalogue here for inspiration.
• Flexible parental leave: Families are created in lots of different ways. Our parental leave policy applies to all employees who are becoming parents, regardless of how they become a parent. Oysters are eligible for a minimum of three months of paid parental leave and your job will be held for 12 months (or longer if required by local jurisdiction).
• WFH stipend: Stipend to spend on your laptop and any other equipment you need for your home office; we’ll get you up and running in no time!