Senior Customer Success Manager (Fixed Term Cover)

Oyster | 6-month fixed-term contract | No comp given

Steph's Notes:

Careers page is pretty good – informative and with personality.

We are radically transparent. Transparency helps us grow. We value honest feedback, recognize hard work, and get any issues on the table as fast as possible.

Boy, I hope this means they have salary transparency for all roles.

Oh, for– I CALL BULLSHIT.

Not only is there not salary transparency, not only do they not even attempt to address it, but they ask for salary expectations in the applications.

If you're going to go on about "radical transparency" and "we value clarity, we strive to be exceptionally clear and encourage overcommunication," then you sure as fuck should AT LEAST talk about your compensation philosophy. This is fucking nonsense.

I don't even care what the rest of the job description says. I am invoking my power as Supreme Bad Job Bingo Dictator to automatically BINGO this company out.

Original Job Description: Senior Customer Success Manager (Fixed Term Cover)

✨ 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  + / -5 UTC (EMEA) working hours.

PLEASE NOTE: This is a six-month fixed-term employment contract until April 2025. 

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 most strategic accounts, acting as a trusted advisor to your customers, understanding their business objectives, challenges, and goals to ensure they maximize the value of Oyster's products and services.
• Run regular account reviews with customers to ensure the relationship remains healthy and share structured updates on product and service developments.
• Educate customers about Oyster's product and services and run product training for the different customer personas.
• Effectively handle customer escalations, by working cross-functionally to find prompt and satisfactory resolutions. 
• Apply a data-driven mindset to customer inquiries, needs, and insights to feed the customer voice back to the business.
• Work cross-functionally with Product, Account Management, and Support to translate customer feedback and ensure high impact and customer-centric improvements
• Complete ongoing upskilling as our product rapidly continues to accelerate!

Core Requirements

• 4+ 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.
• Excellent operating rhythm to keep routine deliverables on track while escalations emerge.
• Excellent communication and presentation skills.
• Problem-solving mentality and demonstrated conflict resolution capabilities.
• An autonomous, professional and human-centric approach to customer relationships.
• Process-minded with a focus on scale and efficiency for your work.
• Comfortable working remotely and taking a proactive approach to asynchronous communication.
• Growth-minded and solutions-oriented with the desire to roll up your sleeves and solve problems as they arise.
• A curious team player with the interest to try new things, bring initiatives, test and use the possibility to be creative. 
• A high degree of empathy and a positive attitude. You work hard and know that everyone around you is, too
• Drive for the social impact mission and desire to use skills to influence global change and employment opportunities.
• [BONUS] You have experience in the EOR or HR industry and employment practices in more than 1 country.
• [BONUS] Proficiency in Zendesk, Asana, Notion, and Slack is a bonus.
• [BONUS] You have the ability to speak languages other than English fluently.

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 jobs@oysterhr.com 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.