Customer Success Manager (AMER)

👩‍💻 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 based within -3 / -8 UTC (AMER) as you will be supporting the Americas region.

As a key member of the Customer Success team at Oyster, you will focus on nurturing and retaining our most strategic customers. You will be on the front line with customers representing Oyster to our main points of contact to successfully deliver on our scope of product and services. You will partner closely with your Account Manager to align day-to-day activities to a clear picture of high-value partnership between Oyster and our customers, as well as leverage cross-functional stakeholders in order to assure successful relationship development.

Key Responsibilities

• Manage a portfolio of Oyster's accounts, acting as a primary point of contact for customers, understanding their business objectives, challenges, and goals to help them maximize the value of Oyster's products and services.
• Conduct regular account check-ins with customers to maintain healthy relationships and provide updates on product and service developments.
• Educate customers about Oyster's products and services, providing basic product training for different customer personas.
• Effectively address customer concerns and escalations, collaborating with other teams when necessary to find timely resolutions.
• Collect and analyze customer feedback and data to identify trends and insights that can be shared with the broader team.
• Collaborate with Product, Account Management, and Support teams to relay customer feedback and contribute to product improvements.
• Participate in ongoing training to stay current with Oyster's evolving product offerings and industry trends.

Core Requirements

• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in a SaaS or technology company.
• Experience managing customer relationships and supporting customer success initiatives.
• Ability to manage customer expectations and effectively handle conflict resolution.
• Good organizational skills to balance routine tasks with emerging customer needs.
• Strong communication skills, both written and verbal.
• Problem-solving skills and ability to address common customer issues.
• Professional and customer-centric approach to relationships.
• Process-minded with a focus on scale and efficiency for your work.
• Comfortable working remotely and adapting to asynchronous communication.
• Willingness to learn and grow, with a positive attitude towards problem-solving.
• Team-oriented mindset with the ability to contribute ideas and adapt to changes.
• Empathy and a positive attitude towards customers and colleagues.
• Interest in Oyster's social impact mission and global employment opportunities.
• [BONUS] Familiarity with the EOR or HR industry is a plus.
• [BONUS] Knowledge of tools like Zendesk, Asana, Notion, and Slack is beneficial.
• [BONUS] Proficiency in languages other than English is an asset.

You'll also need

• A reliable home internet connection (or be able to get one)
• Fluent English language skills