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Customer Success Manager (EMEA)

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AD, AE + 146 more
Oyster HR

Job Description

✨ One platform, a whole world of opportunity

Right now, the best jobs are limited to people in a handful of the world’s wealthiest cities, yet brilliant people are everywhere. Driven to overturn the status quo and distribute opportunities equally around the world, Oyster launched its global employment platform to help companies hire, pay, and care for talent anywhere.

When it comes to global employment, we walk the walk. We’re proof that companies don't need an office to create a highly-engaged culture. Since the company’s inception in January 2020, Oyster has:

🌏 Created a fully-distributed, vibrant team of 500+ employees across 60+ countries👩‍💻Featured in Forbes having ranked #9 in Flexjobs Top 30 Companies for remote jobs 🌈 Established a diverse leadership team and an employee base that’s 60% female🏆 Achieved one of the highest employee engagement scores in its class🦄 Raised $150 million in Series C funding at a valuation of over $1 billion!💚 B Corp status achieved in 2023

Our momentum speaks to the power of global employment—and we’re just getting started! If you want to change the world with Oyster and be empowered to work remotely while doing so, we’d love for you to apply!

👩‍💻 The Role

Location: While this position is posted in a specific location, all of Oyster’s positions are fully remote and you can work from home. Forever. To create the best experience for our new hire, this role requires you to be based within UTC -0 / + 4 hours (EMEA) as you will be supporting the EMEA region.

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.

Key Responsibilities

  • 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.

Core Requirements

  • 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

🦪 How we work together at Oyster

Our values guide the work we do, the decisions we make, and the culture that makes us special. We elevate talent. 🙌 We build trust. 🤝 We thrive together. 🌍

Our mission is to create a more equal world—one global hire at a time. Everything we do ladders up to our mission—and that doesn’t just mean building software. We develop programs, participate in workshops, and create dedicated teams to ensure we successfully support companies and knowledge workers in this new world of work.

We embrace asynchronous communication and collaborative work—and we share how we work in the Oyster Public HQ—to help other global teams learn from our experiences.

💌 How YOU work

Different countries have different statutory benefits, different cultures have different norms, and different people have different needs! In order to best support and encourage our diverse team, we’ve created How YOU Work; a program of policies, practices, and perks to support your whole human experience as an employee at Oyster.

  • Work from anywhere: Oyster is a borderless, HQ-less company. As long as your work gets done on time, your team has the support they need, and you're authorized to work where you live, the world is truly your Oyster.
  • Paid time off: We’re all about taking breaks—we all need it. Oyster provides employees with 40 days off each year, which includes public/bank holidays and vacation/holiday leave (unless your country mandates more).
  • Mental health support: We consider your mental health a top priority. We offer access to Plumm, a mental well-being service, to support your mental health.
  • Wellbeing allowance: Each month, Oyster will top up your ThanksBen wallet with a wellbeing allowance. You can get pretty much anything that your heart desires! ThanksBen offers a wide array of options for spending your wellbeing allowance. Check out their benefits catalogue here for inspiration.
  • Flexible parental leave: Families are created in lots of different ways. Our parental leave policy applies to all employees who are becoming parents, regardless of how they become a parent. Oysters are eligible for a minimum of three months of paid parental leave and your job will be held for 12 months (or longer if required by local jurisdiction).
  • WFH stipend: Stipend to spend on your laptop and any other equipment you need for your home office; we'll get you up and running in no time!

✨ The best jobs should be available to everyone

At Oyster, we celebrate a variety of perspectives and experiences and we’ve intentionally built our product and our company with an inclusive, global mindset. We know from experience that people from underrepresented groups often don’t apply for roles they don’t feel they meet all the criteria for. We’re committed to elevating talent by creating a trust-based environment where we can all thrive together. So if you think you have what it takes, but don’t necessarily check every single box, please consider applying. We’d love to hear how you might contribute to our mission and our team.

Oyster is committed to ensuring equal opportunity of employment for qualified persons with disabilities and actively fosters an inclusive work environment. If you require reasonable accommodations throughout the recruiting process, please email [email protected] with the subject line: Interview Accommodations.

Our available positions are published on our careers page and should you be invited to interview with us, our recruitment team will only ever contact you directly from an @oysterhr.com email address. We will never ask you to send us money as part of a job offer. If you receive a suspicious email relating to opportunities at Oyster from any other email domain where someone is claiming to be a part of our recruitment team, or are directed to anywhere other than www.oysterhr.com/careers to view our available jobs we encourage you to submit a report through our Compliance and Ethics Helpline.

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About the job

Sep 14, 2024

Full-time

  1. AD Andorra
  2. AE United Arab Emirates
  3. AF Afghanistan
  4. AL Albania
  5. AM Armenia
  6. AO Angola
  7. AQ Antarctica
  8. AT Austria
  9. AX Åland Islands
  10. AZ Azerbaijan
  11. BA Bosnia & Herzegovina
  12. BE Belgium
  13. BF Burkina Faso
  14. BG Bulgaria
  15. BH Bahrain
  16. BI Burundi
  17. BJ Benin
  18. BL St. Barthélemy
  19. BV Bouvet Island
  20. BW Botswana
  21. BY Belarus
  22. CD Congo - Kinshasa
  23. CF Central African Republic
  24. CG Congo - Brazzaville
  25. CH Switzerland
  26. CI Côte d’Ivoire
  27. CK Cook Islands
  28. CM Cameroon
  29. CV Cape Verde
  30. CW Curaçao
  31. CY Cyprus
  32. CZ Czechia
  33. DE Germany
  34. DJ Djibouti
  35. DK Denmark
  36. DZ Algeria
  37. EE Estonia
  38. EG Egypt
  39. EH Western Sahara
  40. ER Eritrea
  41. ES Spain
  42. ET Ethiopia
  43. FI Finland
  44. FO Faroe Islands
  45. FR France
  46. GA Gabon
  47. GB United Kingdom
  48. GE Georgia
  49. GF French Guiana
  50. GG Guernsey
  51. GH Ghana
  52. GI Gibraltar
  53. GL Greenland
  54. GM Gambia
  55. GN Guinea
  56. GP Guadeloupe
  57. GQ Equatorial Guinea
  58. GR Greece
  59. GW Guinea-Bissau
  60. HM Heard & McDonald Islands
  61. HR Croatia
  62. HU Hungary
  63. IE Ireland
  64. IL Israel
  65. IM Isle of Man
  66. IQ Iraq
  67. IR Iran
  68. IS Iceland
  69. IT Italy
  70. JE Jersey
  71. JO Jordan
  72. KE Kenya
  73. KG Kyrgyzstan
  74. KM Comoros
  75. KW Kuwait
  76. KZ Kazakhstan
  77. LB Lebanon
  78. LI Liechtenstein
  79. LR Liberia
  80. LS Lesotho
  81. LT Lithuania
  82. LU Luxembourg
  83. LV Latvia
  84. LY Libya
  85. MA Morocco
  86. MC Monaco
  87. MD Moldova
  88. ME Montenegro
  89. MF St. Martin
  90. MG Madagascar
  91. MK North Macedonia
  92. ML Mali
  93. MQ Martinique
  94. MR Mauritania
  95. MT Malta
  96. MU Mauritius
  97. MW Malawi
  98. MZ Mozambique
  99. NA Namibia
  100. NE Niger
  101. NG Nigeria
  102. NL Netherlands
  103. NO Norway
  104. OM Oman
  105. PL Poland
  106. PM St. Pierre & Miquelon
  107. PS Palestinian Territories
  108. PT Portugal
  109. QA Qatar
  110. RE Réunion
  111. RO Romania
  112. RS Serbia
  113. RU Russia
  114. RW Rwanda
  115. SA Saudi Arabia
  116. SC Seychelles
  117. SD Sudan
  118. SE Sweden
  119. SH St. Helena
  120. SI Slovenia
  121. SJ Svalbard & Jan Mayen
  122. SK Slovakia
  123. SL Sierra Leone
  124. SM San Marino
  125. SN Senegal
  126. SO Somalia
  127. SS South Sudan
  128. ST São Tomé & Príncipe
  129. SX Sint Maarten
  130. SY Syria
  131. SZ Eswatini
  132. TD Chad
  133. TF French Southern Territories
  134. TG Togo
  135. TJ Tajikistan
  136. TM Turkmenistan
  137. TN Tunisia
  138. TR Türkiye
  139. TZ Tanzania
  140. UA Ukraine
  141. UG Uganda
  142. UZ Uzbekistan
  143. VA Vatican City
  144. YE Yemen
  145. YT Mayotte
  146. ZA South Africa
  147. ZM Zambia
  148. ZW Zimbabwe
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