Customer Success Manager – EMEA

🕒 April 22

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Oyster

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2020

🤝 B2B

👥 HR Tech

☁️ SaaS

B2B • HR Tech • SaaS

Oyster® is an automated global employment platform that simplifies the process of hiring and managing international talent. With coverage in 180+ countries, Oyster provides solutions for global payroll, compliance, employee benefits, and talent mobility, allowing companies to onboard and manage both full-time employees and contractors efficiently. By leveraging deep local knowledge and expert guidance, Oyster helps businesses navigate the complexities of international hiring and scaling their workforce globally.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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; see the benefits catalogue for ideas. • 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.