Customer Success Manager, Strategic Accounts

**A little about us**:
Oyster is on a mission to create a more equal world by making it possible for companies everywhere to hire people anywhere.
In 2021, we grew rapidly, raising over $70 million in both Series A and Series B rounds and increasing our team size by nearly 10x. And we're just getting started
As a fully distributed startup, we've built an incredibly strong leadership team and employee base across 50+ countries (and counting). We embrace asynchronous communication and collaborative work. We live on our platform, and we're passionate about improving our product every day.
Hiring people internationally is complicated - engineering, legal, finance, operations, and HR processes all interact to make it happen. We'd like to find people who think this is as interesting a challenge as we do.
We're an inclusive and diverse workplace, and welcome applicants from marginalized groups - the world over.
**The Role ‍**:
**Location**:Anywhere in the world within timezone GMT +/-5h or PDT +/-5h. While this position is posted in a specific location, all of Oyster's positions are fully remote and you can work from home. Forever.
As a key member of the Customer Success Team at Oyster, you will manage and nurture the client relationship with our customers, ensuring they are as successful as possible in their hiring journey with Oyster. This position is customer-facing and must work collaboratively with all Oyster departments to ensure our customers are successful and have a top-notch experience with Oyster.
At Oyster, you will serve Oyster's global enterprise and strategic accounts and ensure that our partners succeed by leveraging Oyster to power their business growth.
You will have complete ownership of guiding and supporting Customers through their global hiring journey with Oyster. You'll lead the charge in developing relationships with customer stakeholders, and serve as their partner in achieving their goals and desired outcomes. You will partner closely with your Account Management counterparts as well as the Hiring team in charge of our customers' Team Members.
**What you'll do...**:
- Provide explanatory documentation on how the hiring process works on Oyster and answering ad-hoc questions quickly and accurately using a wide range of sources.
- Develop a trusted advisor relationship with key accounts, and customer stakeholders supported by business plans, customer and market insights, and program effectiveness.
- Work cross-functionally with Product, Sales, Account Management, Support, and Marketing to ensure customers have the full power of Oyster working for them.
- Improve customer retention metrics (retention, adoption, expansion) and developing the best practices to maintain (and improve on) for world class customer growth and retention.
- Ensure information required from customers is captured and processed accurately to create quality documentation which is correct from the first time, using tools such as Google forms, sheets, and the Oyster platform.
- Provide feedback and/or actively maintaining our customer self-service tools (e.g. FAQs, Public Country Profiles, etc.) so that we can help the customer help themselves as much as possible, as well as internal knowledge sources and team processes.
- Keep up to date with Product releases or changes to process and provide feedback on the Oyster platform which will improve the online workflows and customer experience.
- Complete ongoing upskilling to meet agreed KPIs.
**What we're looking for**:
- You have 5+ years in a customer facing roles or 3+ years in a customer success role, ideally where you have had ownership of onboarding customers onto a SaaS platform and have worked with SMB to Enterprise Market.
- You have a customer first mentality: you can put yourself in their shoes and always want to go the extra mile to ensure that the customer is happy and they feel supported.
- You have experience of following and improving team processes to ensure a consistent quality of experience, with the ability to add the 'human touch' where appropriate.
- You have significant experience in owning customer satisfaction and retention metrics (e.g. cSAT, NPS) where these were both actively monitored and improved.
- You have appreciation for how quality processes, knowledge sharing and continual improvement practices can be used underpin a consistently delightful experience for the customer.
- You have a strong understanding of the importance of a human-centric approach to customer success, while still focusing on scale and efficiency.
- You have the ability to form lasting relationships with both external partners and internal stakeholders.
- You are proven to be autonomous, professional and empathic in approach, with high levels of motivation.
- You are comfortable with a high pace work environment.
- You have consistent track record of handling portfolios of 30-40 Enterprise accounts.
- You have excellent interpersonal skills, determination and

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