Customer Success Manager (Americas)

Oyster is a global employment platform that enables companies to hire, pay, and support talent anywhere. They are seeking a passionate and results-driven Customer Success Manager to manage relationships with customers and ensure their satisfaction with the platform and services.

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
• A reliable home internet connection (or be able to get one)
• Proficiency in both written and spoken English language is required
• Experience in the HR industry and employment practices spanning multiple countries