Join the Revolution: Empowering Global Employment through Customer Success
Oyster is on a mission to overturn the status quo and distribute opportunities equally around the world. As a pioneer in the global employment platform space, we've been making waves since our inception in January 2020. With a fully-distributed team of 500+ employees across 60+ countries, we've proven that companies don't need an office to create a highly-engaged culture. Our achievements include being featured in Forbes, raising $150 million in Series C funding at a valuation of over $1 billion, and achieving B Corp status in 2023.
About the Role: Shaping the Future of Customer Success
We're seeking an experienced Senior Customer Success Manager to join our team on a fixed-term contract until April 2025. As a key member of our Customer Success team, you'll be responsible for nurturing and retaining our most strategic customers. This is a fully remote role, and we're looking for someone based within +/- 5 UTC (EMEA) working hours to ensure seamless collaboration with our global team.
Key Responsibilities: Delivering Exceptional Customer Success
- Manage a portfolio of Oyster's most strategic accounts, acting as a trusted advisor to customers, understanding their business objectives, challenges, and goals to ensure they maximize the value of Oyster's products and services.
- Run regular account reviews with customers to ensure the relationship remains healthy and share structured updates on product and service developments.
- Educate customers about Oyster's product and services and run product training for different customer personas.
- Effectively handle customer escalations by working cross-functionally to find prompt and satisfactory resolutions.
- Apply a data-driven mindset to customer inquiries, needs, and insights to feed the customer voice back to the business.
- Work cross-functionally with Product, Account Management, and Support to translate customer feedback and ensure high-impact and customer-centric improvements.
- Complete ongoing upskilling as our product continues to rapidly evolve.
Core Requirements: The Ideal Candidate Profile
To succeed in this role, you'll need:
- 4+ years of experience in a Customer Success, Account Manager, or quota-carrying role, preferably in a SaaS or technology company.
- A proven track record of managing multiple customer relationships and driving customer success initiatives.
- The ability to effectively manage customer expectations and conflicts should they arise.
- Excellent operating rhythm to keep routine deliverables on track while escalations emerge.
- Excellent communication and presentation skills.
- A problem-solving mentality and demonstrated conflict resolution capabilities.
- An autonomous, professional, and human-centric approach to customer relationships.
- A process-minded approach with a focus on scale and efficiency for your work.
- Comfortability working remotely and taking a proactive approach to asynchronous communication.
- A growth mindset and solutions-oriented approach with the desire to roll up your sleeves and solve problems as they arise.
- A curious team player with the interest to try new things, bring initiatives, test, and use the possibility to be creative.
- A high degree of empathy and a positive attitude, with a strong work ethic and appreciation for the hard work of those around you.
- A drive for the social impact mission and a desire to use your skills to influence global change and employment opportunities.
Bonus Qualifications: Adding Extra Value
While not required, the following qualifications are considered a bonus:
- Experience in the EOR or HR industry and employment practices in more than one country.
- Proficiency in Zendesk, Asana, Notion, and Slack.
- The ability to speak languages other than English fluently.
What We Offer: A Dynamic and Supportive Work Environment
At Oyster, we pride ourselves on our dynamic and supportive work environment. As a fully remote company, we've cultivated a culture that values flexibility, collaboration, and innovation. Our team is passionate about empowering global employment, and we're committed to providing our employees with the tools and resources they need to succeed.
As a Senior Customer Success Manager, you'll have the opportunity to:
- Work with a talented and diverse team of professionals who share your passion for customer success.
- Develop and implement customer success strategies that drive business growth and customer satisfaction.
- Collaborate with cross-functional teams to ensure alignment and maximize customer value.
- Continuously learn and develop new skills through our ongoing upskilling programs.
- Enjoy a flexible and autonomous work environment that allows you to work from anywhere.
Compensation and Benefits: A Comprehensive Package
We're committed to providing a comprehensive compensation and benefits package that reflects our values and commitment to our employees. While the specifics of our package are not detailed here, we can assure you that it includes a competitive salary, benefits, and perks that support your well-being and career growth.
Ready to Join the Revolution?
If you're a motivated and experienced Customer Success professional looking to make a real impact, we want to hear from you. As a Senior Customer Success Manager at Oyster, you'll be at the forefront of our mission to empower global employment and create a more equitable world. Apply now to join our dynamic team and start shaping the future of customer success!
To apply, you'll need:
- A reliable home internet connection (or be able to get one).
- Fluent English language skills.
Don't miss this opportunity to be part of a pioneering company that's changing the world. Apply today and let's work together to create a brighter future for global employment!
Apply Now