Customer Success Manager

The Americas, Brazil, Mexico, Costa Rica

Full time

Remote

Go To Market

Right now, the best jobs are limited to people in a handful of the world's wealthiest cities, yet brilliant people are everywhere . Driven to overturn the status quo and distribute opportunities equally around the world, Oyster launched its global employment platform to help companies hire, pay, and care for talent anywhere.

When it comes to global employment, we walk the walk. We're proof that companies don't need an office to create a highly-engaged culture. Since the company's inception in January 2020, Oyster has:

Created a fully-distributed, vibrant team of 500+ employees across 60+ countries

Featured in Forbes having ranked #9 in Flexjobs Top 30 Companies for remote jobs

Established a diverse leadership team and an employee base that's 60% female

Achieved one of the highest employee engagement scores in its class

Raised $286 million to date, with a current valuation of $1.2 billion

B Corp status achieved in 2023

Our momentum speaks to the power of global employment—and we're just getting started If you want to change the world with Oyster and be empowered to work remotely while doing so, we'd love for you to apply

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 currently based within 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.

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