Customer Success Manager (Americas)

The role

You will manage relationships with a portfolio of customers to ensure success and satisfaction with the platform. You will handle customer health cases, conduct enablement sessions, and collaborate cross-functionally to resolve issues.

What you will do

• Proactively manage and nurture relationships with a portfolio of customers
• Address and manage assigned customer health cases
• Respond to customer inquiries and requests within the Success scope
• Conduct enablement sessions, product demos, and escalation calls
• Manage customer escalations and collaborate cross-functionally
• Utilize data-driven insights to understand customer needs
• Identify opportunities for improvement in customer success processes
• Lead and participate in cross-functional projects
• Act as the primary point of contact for internal teams
• Collaborate with Sales for customer retention and Treasury for payment collection

Required qualifications

• Minimum of 2 years of experience in a Customer Success, Account Manager or quota-carrying role
• Proven track record of managing multiple customer relationships
• Ability to manage customer expectations and conflicts
• Exceptional communication skills, both verbal and written
• Strong interpersonal skills
• Analytical mindset to leverage data for decision-making
• Cross-functional collaboration skills
• Ability to thrive in a fast-paced, dynamic environment
• Strong organizational skills and attention to detail
• Passion for customer advocacy
• Willingness to continuously learn and upskill
• Proficiency in both written and spoken English language

Nice to have

• Experience in a SaaS or technology company
• Proficiency in Zendesk, Asana, Notion, and Slack
• Experience in the HR industry and employment practices spanning multiple countries

Benefits

• Work from anywhere
• 40 days of paid time off per year including holidays and vacation
• Mental health support via Plumm
• Monthly wellbeing allowance in ThanksBen wallet
• Flexible parental leave with at least three months paid leave
• WFH stipend for laptop and home office equipment

About the company

Oyster is a global employment platform that lets companies hire, pay, and care for people anywhere. The company is distributed across 60+ countries and is a B Corp-certified organization.