Customer Success Manager

Summary

Join Oyster's dynamic team as a Customer Success Manager and play a pivotal role in ensuring customer satisfaction with our global employment platform. This fully remote position, based in the Americas, requires managing customer relationships, addressing inquiries, conducting enablement sessions, and collaborating cross-functionally. You will utilize data-driven insights to understand customer needs and advocate for their interests. The ideal candidate possesses at least two years of experience in a similar role within a SaaS or technology company, exceptional communication skills, and a passion for customer advocacy. Oyster offers a supportive and collaborative work environment with various benefits, including paid time off, mental health support, a wellbeing allowance, flexible parental leave, and a WFH stipend.

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 both written and spoken English language is required
• A reliable home internet connection (or be able to get one)

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

Preferred Qualifications

• Experience in the HR industry and employment practices spanning multiple countries
• Proficiency in languages other than English
• Proficiency in Zendesk, Asana, Notion, and Slack is a bonus

Benefits

• 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
• 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!
• 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