Customer Success Manager (Americas)

About this role

Manage customer relationships across the Americas, helping customers adopt Oyster’s global employment platform and achieve successful outcomes. The role includes handling customer health cases and escalations, reducing churn risk, and partnering with internal teams to improve customer experience.

About the company

Oyster is a global employment platform that lets companies hire, pay, and manage workers in other countries through employer-of-record and related services.

The team

Customer Success POD

Stack

What you'll do

• Manage a portfolio of customers and monitor engagement and satisfaction
• Respond to customer inquiries and manage customer health cases
• Lead enablement sessions, product demos, and escalation calls
• Coordinate cross-functional resolution of customer issues
• Use customer data to identify needs and advocate internally
• Support retention efforts for customers at risk of churn
• Collaborate with Treasury on late customer payments
• Improve customer success processes and engagement

What we're looking for

• At least 2 years of experience in Customer Success, Account Management, or a quota-carrying role
• Experience managing multiple customer relationships and driving success initiatives
• Strong communication, relationship-building, and conflict-management skills
• Analytical ability to use data to guide decisions
• Cross-functional collaboration, organization, and adaptability
• Proficiency in written and spoken English
• Reliable home internet connection

Nice to have

• Experience in HR or employment practices across multiple countries
• Proficiency in Zendesk, Asana, Notion, and Slack

Benefits

• 40 days of paid time off per year, including holidays and vacation, or more where required locally
• Mental health support service
• Monthly wellbeing allowance
• At least three months of paid parental leave
• Work-from-home equipment stipend