Manager, Customer Success – Americas

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $85k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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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

• Lead, mentor, and develop a team of 5 CSMs across West and East AMER. • Build and maintain a strong operating rhythm (regular 1:1s, pipeline reviews, portfolio health checks, and team calibrations), that keeps routine deliverables on track while escalations are managed in parallel. • Drive capacity planning and portfolio balancing across the team, using effort scoring (FTEs, call volume, email volume, country complexity) to ensure equitable and sustainable workloads. • Own hiring for open roles, including backfills and new headcount, ensuring the team's sub-regional coverage matches the AMER customer base. • Own the retention and net revenue outcomes for the AMER dedicated-tier portfolio, including churn/contraction prevention and expansion/upsell identification. • Establish and enforce early-warning systems for at-risk accounts, ensuring CSMs are proactively flagging churn signals and engaging the right internal stakeholders before escalation. • Partner with Sales on expansion opportunities within dedicated accounts, ensuring CSMs are positioned to identify upsell signals (new countries, product cross-sell from EOR to Scale, headcount growth) and hand off or co-own commercial conversations. • Manage escalations effectively, working cross-functionally with Operations, Product, Legal, and Pay teams to find prompt resolutions and close the loop with customers. • Translate customer feedback, risks, and requirements into actionable insights for Product, Operations, and Go-to-Market teams. • Drive accountability on gaps and failures with cross-functional partners, represent the customer impact clearly and push for resolution timelines. • Contribute to the biweekly churn & contraction review with data-backed risk assessments and save strategies. • Champion AI-assisted workflows within the CS team, identify and implement opportunities to use AI tools to automate portfolio monitoring, surface risk signals, generate customer insights, and reduce manual reporting effort. • Drive AI literacy across the team and ensure every CSM is proficient in using AI tools for account research, meeting preparation, customer health analysis, and internal reporting. • Build and refine AI-powered playbooks, such as developing standardised workflows that leverage AI for recurring tasks such as meeting preparation, renewal risk assessment, voice-of-customer synthesis, and escalation triage. • Evaluate and adopt new AI capabilities, and stay current on AI developments relevant to Customer Success (predictive health scoring, automated sentiment analysis, intelligent routing) and assess their applicability to Oyster's dedicated-tier model. • Use data and AI to scale judgment, and move the team from reactive, gut-feel account management toward proactive, data-informed decision-making, using AI to process signals across calls, emails, tickets, and CRM data at a scale no individual CSM could manually cover.

🎯 Requirements

• 5+ years in customer-facing roles, with at least 2 years in Customer Success or Account Management in a B2B SaaS environment • 2 years of people management experience, ideally leading a team across multiple time zones within the Americas • Experience managing a book of business with commercial accountability (retention, expansion, churn prevention) • Exceptional interpersonal and communication skills, with the ability to influence cross-functionally at senior levels • Strong problem-solving and conflict resolution capabilities, and comfortable navigating ambiguity and internal complexity • Proven operating rhythm discipline: ability to keep routine deliverables on track while managing concurrent escalations • Comfort with data and analytics: able to interpret portfolio health metrics, ARR data, and engagement signals to make decisions • Familiarity with AI tools and a demonstrated willingness to adopt technology to improve team efficiency and customer outcomes • Customer-focused mindset with a genuine desire to help clients succeed • Ability to thrive in a fast-paced, scaling environment where processes are still being built • Detail-oriented with excellent organisational skills • Proactive: you see gaps and fill them before being asked • Curious about AI and technology: you actively explore how new tools can make your team better • [BONUS]: Experience in the global employment, HR technology, or EOR/PEO space • [BONUS]: Familiarity with the complexities of multi-country employment (payroll, compliance, benefits) • [BONUS]: Experience with Salesforce, Zendesk, and data/BI tools (Looker) • [BONUS]: Previous experience building or scaling a CS function from scratch • A reliable home internet connection and fluency in both written and spoken English.

🏖️ Benefits

• 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.