Customer Success Manager

Location

The Americas, Brazil, Mexico, Costa Rica

Employment Type

Full time

Location Type

Remote

Department

Go To Market

One platform, a whole world of opportunity

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

The Role

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.

Key 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.

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 Zendesk, Asana, Notion, and Slack is a bonus.

Attributes that are not required (but are a bonus)

• Experience in the HR industry and employment practices spanning multiple countries.

• Business proficient language skills (Spanish, Portuguese)

You'll also need

• A reliable home internet connection (or be able to get one)

• Proficiency in both written and spoken English language is required

???? 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

The best jobs should be available to everyone

At Oyster, we celebrate a variety of perspectives and experiences and we've intentionally built our product and our company with an inclusive, global mindset. We know from experience that people from underrepresented groups often don't apply for roles they don't feel they meet all the criteria for. We're committed to elevating talent by creating a trust-based environment where we can all thrive together. So if you think you have what it takes, but don't necessarily check every single box, please consider applying. We'd love to hear how you might contribute to our mission and our team.

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, our 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.

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