Oyster HR

1 day ago

Manager, Customer Success (Americas)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 minutes agoStatus: Live

Job Summary

Lead and coach a team of 5 Customer Success Managers across West and East Americas, building an operating rhythm that keeps deliverables on track. Own retention, churn prevention, and net revenue expansion for an AMER dedicated customer portfolio, establishing early-warning systems and managing escalations cross-functionally. Drive AI-assisted workflows to improve monitoring, risk detection, customer insights, and reduce manual reporting while influencing Product, Operations, and Go-to-Market teams.

Location: São Paulo

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead, mentor, and develop a team of 5 CSMs across West and East AMER.
•Build and maintain an operating rhythm with regular 1:1s, pipeline reviews, and portfolio health checks, managing escalations in parallel.
•Own retention and net revenue outcomes for the AMER dedicated-tier portfolio, including churn prevention and expansion/upsell identification.
•Establish early-warning systems for at-risk accounts and partner with Sales on expansion opportunities within dedicated accounts.
•Champion AI-assisted workflows, develop AI-powered playbooks, and use data and AI to shift from reactive to proactive account management.

Pay and Benefits

Salary: USD 85,000 - 110,000 annually

Perks:Paid LeaveHealth InsuranceParental LeaveRemote WorkWellness Stipend

Key Requirements

•5+ years in customer-facing roles, including at least 2 years in Customer Success or Account Management in a B2B SaaS environment.
•2 years of people management experience, ideally leading teams across multiple time zones within the Americas.
•Experience managing a book of business with commercial accountability (retention, expansion, churn prevention).
•Exceptional interpersonal and communication skills to influence cross-functionally at senior levels.
•Strong problem-solving and conflict resolution skills, comfortable navigating ambiguity and internal complexity.

Experience:5+ yearsB2B SaaS

Skills:LeadershipCoachingCommunicationProblem-solvingConflict resolution

Languages:English

Tech Stack:AI toolsSalesforceZendeskLookerCRM

Company Brief

Oyster HR

Oyster is a global employment platform (Employer of Record) that helps companies hire, pay, and care for distributed teams across 180+ countries, providing compliant contracts, payroll, benefits, and HR tools for remote-first organizations.

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2020

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Oyster HR

1 day ago

Manager, Customer Success (Americas)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 minutes agoStatus: Live

Job Summary

Location: São Paulo

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead, mentor, and develop a team of 5 CSMs across West and East AMER.
•Build and maintain an operating rhythm with regular 1:1s, pipeline reviews, and portfolio health checks, managing escalations in parallel.
•Own retention and net revenue outcomes for the AMER dedicated-tier portfolio, including churn prevention and expansion/upsell identification.
•Establish early-warning systems for at-risk accounts and partner with Sales on expansion opportunities within dedicated accounts.
•Champion AI-assisted workflows, develop AI-powered playbooks, and use data and AI to shift from reactive to proactive account management.

Pay and Benefits

Salary: USD 85,000 - 110,000 annually

Perks:Paid LeaveHealth InsuranceParental LeaveRemote WorkWellness Stipend

Key Requirements

•5+ years in customer-facing roles, including at least 2 years in Customer Success or Account Management in a B2B SaaS environment.
•2 years of people management experience, ideally leading teams across multiple time zones within the Americas.
•Experience managing a book of business with commercial accountability (retention, expansion, churn prevention).
•Exceptional interpersonal and communication skills to influence cross-functionally at senior levels.
•Strong problem-solving and conflict resolution skills, comfortable navigating ambiguity and internal complexity.

Experience:5+ yearsB2B SaaS

Skills:LeadershipCoachingCommunicationProblem-solvingConflict resolution

Languages:English

Tech Stack:AI toolsSalesforceZendeskLookerCRM

Company Brief

Oyster HR

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2020

Glassdoor: 4.1

Website LinkedIn Glassdoor