Customer Success Manager, Oyster
AMER
More information about location
HR platform for globally distributed companies
Open for applications
HR platform for globally distributed companies
501-1000 employees
Open for applications
More information about location
501-1000 employees
Company mission
To create a more equal world by making it possible for companies everywhere to hire people anywhere.
Role
Who you are
- 3+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in a SaaS or technology company
- Experience managing customer relationships and supporting customer success initiatives
- Ability to manage customer expectations and effectively handle conflict resolution
- Good organizational skills to balance routine tasks with emerging customer needs
- Strong communication skills, both written and verbal
- Problem-solving skills and ability to address common customer issues
- Professional and customer-centric approach to relationships
- Process-minded with a focus on scale and efficiency for your work
- Comfortable working remotely and adapting to asynchronous communication
- Willingness to learn and grow, with a positive attitude towards problem-solving
- Team-oriented mindset with the ability to contribute ideas and adapt to changes
- Empathy and a positive attitude towards customers and colleagues
- Interest in Oyster's social impact mission and global employment opportunities
- [BONUS] Familiarity with the EOR or HR industry is a plus
- [BONUS] Knowledge of tools like Zendesk, Asana, Notion, and Slack is beneficial
- [BONUS] Proficiency in languages other than English is an asset
- You'll also need:
- A reliable home internet connection (or be able to get one)
- Fluent English language skills
What the job involves
- 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
- Manage a portfolio of Oyster's accounts, acting as a primary point of contact for customers, understanding their business objectives, challenges, and goals to help them maximize the value of Oyster's products and services
- Conduct regular account check-ins with customers to maintain healthy relationships and provide updates on product and service developments
- Educate customers about Oyster's products and services, providing basic product training for different customer personas
- Effectively address customer concerns and escalations, collaborating with other teams when necessary to find timely resolutions
- Collect and analyze customer feedback and data to identify trends and insights that can be shared with the broader team
- Collaborate with Product, Account Management, and Support teams to relay customer feedback and contribute to product improvements
- Participate in ongoing training to stay current with Oyster's evolving product offerings and industry trends
Our take
A global economy demands a global workforce, but up until recently, it has been incredibly difficult for employers to hire global talent. Frustrated by costs and legal uncertainty surrounding employing individuals in other countries, many global businesses have had their talent pool dictated by the location of their offices. Oyster wants to change this.
Oyster has built a platform which gives businesses everything they need to employ and manage a globally distributed team. Covering everything from international payroll to distributing employee benefits, Oyster's software platform is created to solve the complexities of giving full-time, full-fledged employment to anyone in the world. This benefits employers, who can access the best talent regardless of location, but also employees, who can access a worldwide jobs market and find the best outlet for their abilities.
Oyster is not the first global HR-services provider in this space, and as such it will have to fight hard for market share. That being said, the market for global HR services is still in its infancy, meaning that Oyster has a really good shot at establishing itself as a key player early on. And, with more businesses moving their workforces online permanently, there is good reason to think that the demand for remote global talent could be set for a big surge. If this proves to be the case, and if Oyster can get itself a strong client base early on, it could be set for big things in the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Nov 2024
$5m
LATE VC
Sep 2024
$59m
SERIES D
Total funding: $288.2m
Company benefits
- 40 days PTO inclusive of regional holidays
- Mental health support via Plumm
- Monthly ThanksBen wellbeing allowance
- Flexible and inclusive parental leave
- Laptop and $1,500 equipment stipend
Company values
- We elevate talent: Great talent can be found worldwide—but it’s been hard to tap into historically. We enable our customers to connect with the global talent pool, which opens up more opportunities for knowledge workers and helps them realize their full potential
- We build trust: Mutual trust is a key ingredient to our success. To build trust with our customers, we maintain an active flow of information and communication, follow through with our commitments, and provide 24/7 support
- We thrive together: Our team is on a shared mission to make global employment accessible to everyone. We’ve intentionally gathered a variety of perspectives and experiences to stimulate innovation and reach this go
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Tony Jamous
(Co-Founder & CEO)Prior to co-founding Oyster in 2019, Tony was the founder and CEO of Nexmo, the SaaS Communications platform, which was acquired by Vonage in 2016.
Jack Mardack
(Co-Founder)Previously worked in Marketing Leadership across several companies such as Vonage, Chartcube, Prezi & Mingleverse Laboratories Inc.
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