Oyster
Go To Market
CustomerSuccessManager(Americas)
“Customer Success Manager (Americas) at Oyster. Skills: Customer Success Management, Relationship Management, Customer Advocacy, Cross-functional Collaboration, Data Analysis. 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.”
What You'll Achieve.
ensuring high engagement and satisfaction levels.; drive adoption and address challenges.; resolve issues and ensure customer satisfaction.; advocating for their interests within the organization.; enhance customer health.; improving customer engagement and satisfaction.; ensure customers receive comprehensive support and maximize the value of our platform.; customer retention; payment collection for late-paying customers
Industry & Context.
Ability to effectively manage customer expectations and any conflicts should they arise.; Analytical mindset with the ability to leverage data to drive insights and decision-making.
be based within -3 / - 8 UTC (Americas)
What They're Looking For.
Must Have
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., 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., 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., A reliable home internet connection (or be able to get one), Proficiency in both written and spoken English language is required
Nice to Have
Proficiency in Zendesk, Asana, Notion, and Slack is a bonus., Experience in the HR industry and employment practices spanning multiple countries
What You'll Do.
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
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
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
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.
How You'll Work.
Team & Collaboration
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.; 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.; Embrace asynchronous communication and collaborative work
Communication Scope
Exceptional communication skills, both verbal and written.; Proficiency in both written and spoken English language is required
Process & Methodology
Lead and participate in cross-functional projects aimed at improving customer engagement and satisfaction.
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