[Hiring] Customer Success Manager @Oyster

Role Description

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.

• 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, 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 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.
• Stay abreast of product updates and industry trends, continuously enhancing your skills and knowledge to better serve our customers.

Qualifications

• 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.
• Strong 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.
• Strong 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.
• Proficiency in Zendesk, Asana, Notion, and Slack is a bonus.

Requirements

• A reliable home internet connection (or be able to get one).
• Proficiency in both written and spoken English language is required.

Benefits

• Work from anywhere: Oyster has no borders or HQ. As long as work is timely, your team is supported, and you're authorized to work where you live, you can work from anywhere.
• Paid time off: Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.
• Mental health support: Access Plumm, our mental well-being service.
• Wellbeing allowance: Each month, receive a wellbeing allowance in your ThanksBen wallet. Spend it on a wide range of options.
• Flexible parental leave: All new parents are eligible for at least three months’ paid leave, with job protection for up to 12 months or as required locally.
• WFH stipend: Receive a stipend for your laptop and home office equipment to get you set up quickly.