Client Success Manager

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Oceans

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Recruitment • HR Tech • B2B

Oceans is a company that provides highly skilled, global remote talent to businesses in various sectors such as operations, finance, marketing, and administration. They are focused on fixing the outdated reputation of outsourcing by offering experienced and motivated professionals—referred to as 'Divers'—who seamlessly integrate into companies, significantly contributing to their success. Oceans prides itself on ensuring strong matches between their clients and Divers through a meticulous selection process, offering continuous upskilling, high retention rates, and exceptional client support. They cater to startups, e-commerce businesses, small businesses, and solopreneurs, enabling them to scale efficiently with top-notch remote talent.

201 - 500 employees

🎯 Recruiter

👥 HR Tech

🤝 B2B

📋 Description

• Serve as the main point of contact for active clients, ensuring exceptional service and timely communication. • Deliver important updates such as Diver transitions (resignations, maternity/extended leaves, replacements). • Respond promptly to client questions about billing, leave balances, or other operational matters. • Manage sensitive communications with professionalism, empathy, and clarity. • Oversee billing-related activities, including tracking payments, resolving failed invoices, and coordinating with Accounts Receivable (AR). • Follow up on overdue AR and collaborate with Finance to resolve discrepancies, refunds, and concessions. • Calculate fees for cancellations and oversee pause or cancellation processes across HubSpot, CCorP, and billing systems. • Coordinate with Legal for client contracts, NDAs, acquisitions, or policy reviews. • Scope and document client requests for role or scope changes; coordinate replacement matching when needed. • Handle client requests for bonuses, gifts, and equipment — liaising with Procurement, HR, and AR for seamless execution. • Support expansion and upsell opportunities by identifying where Oceans can deliver additional value. • Field and follow up on warm referrals from existing clients. • Maintain accurate records across HubSpot, Workable, and GSuite. • Communicate and collaborate via Slack for rapid cross-team coordination. • Identify recurring client issues and propose improvements to systems, workflows, and communication processes.

🎯 Requirements

• 4+ years of experience in Client Success, Account Management, or Operations (professional services or B2B preferred). • Proven ability to manage multiple client relationships simultaneously with high attention to detail. • Experience working with international clients or startups is highly desirable. • Proficiency in HubSpot (CRM), Workable (ATS), GSuite (Sheets, Docs, Slides), and Slack. • Strong data literacy and comfort working with reports and dashboards. • Excellent written and verbal communication skills in English. • Empathetic, solutions-oriented communicator with strong negotiation and problem-solving abilities. • Organized, adaptable, and thrives in fast-moving, startup-style environments. • Undergraduate degree preferred; equivalent professional experience considered.

🏖️ Benefits

• Salary range: $65,000 - $75,000. • Fully remote position. • Comprehensive benefits and transparent compensation discussion during the offer process.