Customer Success Manager

Customer Success Manager (Remote – Americas) Location: Fully remote, must be based in the Americas region. Role Overview Drive customer success across a portfolio of global clients, ensuring adoption, retention and satisfaction with Oyster’s platform. Collaborate cross‑functionally with Sales, Product, Treasury and Marketing to solve challenges and advocate for customer interests. Key Responsibilities Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels. Respond to customer inquiries and requests within the Success scope, providing timely and effective solutions. Conduct enablement sessions, product demos and escalation calls to drive adoption. Manage customer escalations and collaborate cross‑functionally to resolve issues. Utilize data‑driven insights to understand customer needs and advocate for their interests within the organization. Identify opportunities for improvement and scalability in customer success processes. Lead and participate in cross‑functional projects aimed at improving customer engagement and satisfaction. Collaborate with Sales to manage 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 maximize platform value. Stay abreast of product updates and industry trends. Requirements Minimum 2 years of experience in a Customer Success or quota‑carrying role, preferably in a SaaS or technology company. Proven track record of managing multiple customer relationships and driving customer success initiatives. Exceptional verbal and written communication skills. Strong interpersonal skills; 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. How We Workh3> Work from anywhere – authorize to work where you live. Paid time off – 40 days off each year (public holidays and vacation included). Mental health support – access to Plumm, a mental well‑being service. Wellbeing allowance – monthly stipend to top up your ThanksBen wallet. Flexible parental leave – minimum 3 months paid; job held for 12 months. WFH stipend – equipment stipend to set up a home office. Equal Opportunity Statement Oyster is committed to ensuring equal opportunity of employment for qualified persons with disabilities and actively fosters an inclusive work environment. If you require reasonable accommodations throughout the recruiting process please email with the subject line: Interview Accommodations. Our available positions are published on our careers page and should you be invited to interview with us the recruitment team will only ever contact you directly from an @ email address. We will never ask you to send us money as part of a job offer. If you receive a suspicious email relating to opportunities at Oyster from any other email domain where someone is claiming to be a part of our recruitment team or are directed to anywhere other than to view our available jobs we encourage you to submit a report through our Compliance and Ethics Helpline. #J-18808-Ljbffr