The Americas•Canada
Remote
Mid Level
Full Time
remotecustomer successSaaSB2Bfully remoteAmericas timezone
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 both written and spoken English language is required
- •A reliable home internet connection (or be able to get one)
What You'll Do
- •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.
Nice to Have
- •Proficiency in Zendesk, Asana, Notion, and Slack is a bonus.
- •Experience in the HR industry and employment practices spanning multiple countries
Benefits
- •Work from anywhere (fully remote)
- •40 days off per year (including holidays and vacation), or more if required by your country
- •Mental health support via Plumm service
- •Monthly wellbeing allowance in ThanksBen wallet
- •Flexible parental leave: at least three months’ paid leave with job protection for up to 12 months or as required locally
- •WFH stipend for laptop and home office equipment
About Oyster
Oyster is a distributed HR platform that offers companies to hire, pay, and care for teammates.
Charlotte, NC, US
500-1000
HR & Recruiting