Customer Success Manager; EMEA

Overview

One Platform, a Whole World Of Opportunity. Oyster launched a global employment platform that enables companies to hire, pay, and support talent anywhere.

We are proof that a strong, engaged culture doesn't require an office. Since January 2020, Oyster has built a distributed team of 400+ across 60+ countries, been featured in Forbes as #9 in Flex Jobs Top 30 Companies for remote jobs, formed a diverse leadership team with 60% female workforce, earned top employee engagement scores, raised $286 million valuing at $1.2B, and achieved B Corp status in 2023.

We embrace diverse perspectives and encourage you to apply, even if you don't meet every criterion.

All positions are fully remote. Candidates must be currently based within the EMEA region.

We are seeking a passionate and results‑driven Customer Success Manager to manage relationships with our diverse customer base, ensuring their success and satisfaction with our platform and services.

• Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels.
• Address and manage 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 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.
• 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 customers.

• Minimum 2 years in a Customer Success, Account Manager or quota‑bearing role, preferably in SaaS or technology.
• Proven track record of managing multiple customer relationships and driving success initiatives.
• Ability to manage expectations and conflicts effectively.
• Exceptional verbal and written communication skills.
• Strong interpersonal skills to build rapport and trust.
• Analytical mindset to leverage data for insights and decisions.
• Cross‑functional collaboration experience.
• Ability to thrive in a fast‑paced, dynamic environment.
• Strong organizational skills and attention to detail.
• Passion for customer advocacy and commitment to exceptional service.
• Willingness to continuously learn and upskill with product advancements and industry trends.
• Proficiency in Zendesk, Asana, Notion, and Slack is a bonus.

• Experience in the HR industry and employment practices spanning multiple countries.

• Reliable home internet connection.
• Proficiency in written and spoken English (required).

• Work from anywhere.
• Paid time off: 40 days per year (including holidays and vacation), more if required by country.
• Mental health support: access to Plumm, our well‑being service.
• Wellbeing allowance: monthly allowance in Thanks Ben wallet.
• Flexible parental leave: at least 3 months paid leave, job protection up to 12 months or as required locally.
• Work‑from‑home stipend for laptop and home office equipment.

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  with the subject line:
Interview Accommodations. Our available positions are on our careers page. We will only contact you from an  email; 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 , please report it via our Compliance and Ethics Helpline.