Manager, Customer Success (Americas)
Core
Lead a team of 5 Customer Success Managers to drive retention, expansion, and operational excellence for Oyster's highest-value B2B SaaS customers in the Americas.
Role type
Senior Customer Success Manager (People Leadership)
Builds
Global employment platform solutions for companies hiring talent anywhere
Domain
B2B SaaS / Global Employment / HR Technology
Deliverable
client delivery
Required skills
Team leadership and coaching, Customer health and retention strategy, Commercial accountability (ARR, churn prevention), Cross-functional influence, Data and analytics interpretation, AI tool adoption and workflow automation, Escalation management, Operating rhythm discipline
Preferred skills
Experience in global employment or EOR/PEO space, Multi-country employment complexity knowledge, Salesforce/Zendesk/BI tools proficiency, Scaling a CS function from scratch
Technologies
Salesforce, Zendesk, Looker, AI tools
Responsibilities
Lead, mentor, and develop a team of 5 CSMs across West and East AMER; Own retention and net revenue outcomes for the AMER dedicated-tier portfolio; Establish early-warning systems for at-risk accounts; Partner with Sales on expansion opportunities; Translate customer feedback into actionable insights for Product and Operations; Champion AI-assisted workflows to automate portfolio monitoring and reduce manual effort
Seniority
Manager, hands-on IC with people leadership
