Senior Customer Success Manager

The Role

Location: While this position is posted in a specific location, all of Oyster’s positions are fully remote and you can work from home. Forever. To create the best experience for our new hire, this role requires you to be based within  + / -5 UTC (EMEA) working hours.

PLEASE NOTE: This is a six-month fixed-term employment contract until April 2025. 

As a key member of the Customer Success team at Oyster, you will focus on nurturing and retaining our most strategic customers. You will be on the front line with customers representing Oyster to our main points of contact to successfully deliver on our scope of product and services. You will partner closely with your Account Manager to align day-to-day activities to a clear picture of high-value partnership between Oyster and our customers, as well as leverage cross-functional stakeholders in order to assure successful relationship development.

Key Responsibilities

• Manage a portfolio of Oyster's most strategic accounts, acting as a trusted advisor to your 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 the 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 rapidly continues to accelerate!

Core Requirements

• 4+ 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.

• Excellent operating rhythm to keep routine deliverables on track while escalations emerge.

• Excellent communication and presentation skills.

• Problem-solving mentality and demonstrated conflict resolution capabilities.

• An autonomous, professional and human-centric approach to customer relationships.

• Process-minded with a focus on scale and efficiency for your work.

• Comfortable working remotely and taking a proactive approach to asynchronous communication.

• Growth-minded and solutions-oriented 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. You work hard and know that everyone around you is, too

• Drive for the social impact mission and desire to use skills to influence global change and employment opportunities.

• [BONUS] You have experience in the EOR or HR industry and employment practices in more than 1 country.

• [BONUS] Proficiency in Zendesk, Asana, Notion, and Slack is a bonus.

• [BONUS] You have the ability to speak languages other than English fluently.

You'll also need

• A reliable home internet connection (or be able to get one)

• Fluent English language skills