Customer Success ManagerLocation: This position is fully remote.
Candidates should be within -3 / -8 UTC (Americas) to support the Americas region.Key ResponsibilitiesProactively 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.RequirementsMinimum 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 Zendesk, Asana, Notion, and Slack is a bonus.Attributes That Are Not Required (but Are a Bonus)Experience in the HR industry and employment practices spanning multiple countries.You'll also needA reliable home internet connection (or be able to get one).
Proficiency in both written and spoken English language is required.BenefitsWork from anywhere: Oyster has no borders or HQ.Paid time off: 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.Versátil 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.Equal OpportunityOyster 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 with the subject line: Interview Accommodations.
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📌 Customer Success Manager (Americas) (México)
🏢 Oyster
📍 México