Customer Success Manager (Americas)

✨ 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 $150 million in Series C funding at a valuation of over $1 billion!

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: Remote work within AMER working hours (UTC -3 / -8). Candidates must be based and/or have the right to work in Argentina, Bolivia, Brazil, Colombia, Ecuador, Mexico, Nicaragua, Paraguay, or Peru. All positions at Oyster are permanently remote, allowing you to work from home indefinitely.

At Oyster, we're dedicated to revolutionizing the world of distributed work by empowering companies to hire talent globally using our innovative SaaS platform and team of international hiring experts. We're on a mission to make remote hiring seamless and accessible to businesses of all sizes.

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 in a 1:many fashion, 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 Account Management, Support, and other departments.
• Collaborate with the Account Management 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