客户成功经理（美洲区）
Customer Success Manager (Americas)
### **✨ 一个平台，开启无限机遇**
一直以来，最好的工作都集中在世界最富裕的少数城市。但人才无处不在。Oyster致力于缩小这一差距——打造一个全球雇佣平台，让公司可以随时随地雇佣、支付并关怀优秀的人才。
我们证明了高性能的文化并不需要办公室。自2020年以来，我们分布在全球60多个国家，已经打造出被行业持续关注的产品：
- 在TIME和Statista的2026年《美国顶级WorkTech公司》榜单中位列**第10名（共250家）** [https://www.oysterhr.com/library/oyster-hr-named-10-of-americas-top-worktech-companies-of-2026-by-time]
- 被Newsweek评为[2026年美国最棒的初创公司办公场所]之一 [https://www.oysterhr.com/library/oyster-2026-newsweek-award]
- 在雇主代表、全球雇佣、多国薪资发放和人力资源合规领域，被评为[G2 2026年春季领导者] [https://www.oysterhr.com/library/oyster-named-best-roi-for-any-global-employment-platform-for-g2-spring-2026]
- 唯一一家获得**B Corp认证**的全球雇佣平台 ~ 自2023年起独立验证
其中两项排名从外部衡量了我们的业务影响。一项衡量了我们员工在这里工作的感受。它们指向了同一个方向 ~ 因为在Oyster，文化与绩效不是两个不同的话题。它们是同一个话题。
而我们才刚刚开始。如果你希望与同样充满热情的人一起，完成职业生涯中最出色的工作，欢迎你申请。
## 职位描述
**地点：** 虽然该职位是在特定地点发布的，但Oyster的所有职位均为远程办公，你可以永久在家工作。为了给新员工提供最佳体验，该职位要求你位于 -3 / -8 UTC（美洲）时区，因为你将负责支持美洲地区。
我们正在寻找一位充满热情且注重结果的客户成功经理加入我们的团队。作为客户成功经理（CSM），你将在管理与多样化客户群体的关系中发挥关键作用，确保他们对我们的平台和服务的成功和满意度。这个职位提供了在一个快节奏环境中工作的机会，跨部门协作，并对客户体验产生重大影响。
我们的客户成功小组是一个充满活力且紧密合作的团队，致力于打造无缝的客户旅程。作为该团队的一员，你将参与协作性极强的团队工作。
查看英文原文
### **✨ One platform, a whole world of opportunity**
The best jobs have always clustered in a handful of the world's wealthiest cities. But talent is everywhere. Oyster set out to close that gap - building a global employment platform that lets companies hire, pay, and care for brilliant people anywhere.
We're proof that a high-performing culture doesn't need an office. Distributed across 60+ countries since 2020, we've built something the industry keeps noticing:
- Ranked **#10 of 250** on TIME and Statista's 2026 list of [America's Top WorkTech Companies](https://www.oysterhr.com/library/oyster-hr-named-10-of-americas-top-worktech-companies-of-2026-by-time)
- Named one of [America's Greatest Startup Workplaces 2026](https://www.oysterhr.com/library/oyster-2026-newsweek-award) by Newsweek
- A [G2 Spring 2026 Leader](https://www.oysterhr.com/library/oyster-named-best-roi-for-any-global-employment-platform-for-g2-spring-2026) across Employer of Record, Global Employment, Multi-country Payroll, and HR Compliance
- The only **B Corp-certified** global employment platform ~ independently verified since 2023
Two of those rankings measured our business impact from the outside. One measured how our own people feel about working here. They landed in the same place ~ because at Oyster, culture and performance aren't separate conversations. They're the same one.
And we're just getting started. If you want to do the best work of your career alongside people who care as much as you do, 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 -3 / - 8 UTC (Americas) as you will be supporting the Americas region.
We are seeking a passionate and results-driven Customer Success Manager to join our dynamic team. As a Customer Success Manager (CSM), you will play a pivotal role in managing relationships with our diverse customer base, ensuring their success and satisfaction with our platform and services. This position offers an exciting opportunity to work in a fast-paced environment, collaborate cross-functionally, and make a significant impact on the customer experience.
Our Customer Success POD is a dynamic and tightly-knit group committed to crafting a seamless customer journey. As a member of this team, you will be part of a collaborative environment where ideas flourish, and each team member's input is cherished. We foster a culture of continuous learning and growth, encouraging every team member to contribute their unique skills and perspectives to our shared goals. By joining our Customer Success POD, you'll become part of a supportive community that thrives on innovation, excellence, and a steadfast commitment to customer satisfaction.
### **Key Responsibilities**
- 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.
### **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 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 need**
- A reliable home internet connection (or be able to get one)
- Proficiency in both written and spoken English language is required
### **How we work together at Oyster**
Our values guide the work we do, the decisions we make, and the culture that makes Oyster what it is. We make it happen—progress is our default setting. We drive change, we build and give trust, and we move as one united team.
Our mission is to create a more equal world of work: helping companies everywhere hire, pay, and care for talent anywhere. Everything we do ladders up to our mission. We embrace asynchronous, collaborative work and share how we operate in the [Oyster Public HQ](https://oysterhr.notion.site/Welcome-to-The-Reef-Oyster-s-Open-Source-Employee-Guide-fc482e3f107c4afd8c85ed217f1d0c1d) so other global teams can learn from us.
### **How YOU work**
With diverse locations, cultures, and needs, we created [How YOU Work;](https://oysterhr.notion.site/How-YOU-work-ac16c1932e314ffd8cb693e332458395) a program supporting your whole human experience at Oyster:
- **Work from anywhere:** Oyster has no borders or HQ. As long as work is timely, your team is supported, and you're authorized to work where you live, you can work from anywhere.
- **Paid time off:** Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.
- **Mental health support:** Access [Plumm](https://oysterhr.notion.site/Plumm-3b5e7e70dec6428e975f68f25972cfb7), our mental well-being service.
- **Wellbeing allowance:** Each month, receive a wellbeing allowance in your ThanksBen wallet to spend on a wide range of options.
- **Flexible 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.
### **✨ The best jobs should be available to everyone**
We embrace diverse perspectives and intentionally build our product and company with an inclusive, global mindset. We encourage you to apply, even if you don’t meet every criterion, and are committed to a trust-based, thriving environment.
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](mailto:jobs@oysterhr.com) with the subject line: Interview Accommodations.
Our available positions are on our careers page. Our team will only contact you from an @ _oysterhr.com_ email, and **we will never ask for money as part of an interview process or job offer.** If you receive a suspicious email about Oyster jobs or are directed to a site other than [www.oysterhr.com/careers](http://www.oysterhr.com/careers), please report it via our [Compliance and Ethics Helpline](https://faceup.com/c/8tpzyyye).