Manager, Customer Success (Americas)

Oyster HR
São Paulo, Austin, Toronto, Florida, Chicago, Miami, Charlotte, United States, Nashville, Denver, Brazil, Colombia, Bogotá, Mexico, Mexico City
Workplace: RemoteFull timeUSD 85,000 - 110,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Leadership","Communication","Cross-functional influence","Problem-solving","Conflict resolution"]

Lead Oyster’s AMER dedicated-tier Customer Success team of 5 CSMs across West and East time zones. Own retention, churn prevention, and expansion outcomes for top customers across the Americas, while coaching and building an effective operating rhythm. Drive early-warning systems, manage escalations cross-functionally, and translate customer insights into product and operations improvements. Champion AI-assisted workflows to scale portfolio monitoring and reduce manual reporting.

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Oyster HR
Oyster HR
1 month ago

Manager, Customer Success (Americas)

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Last checked: 19 hours agoStatus: Live

Job Summary

Lead Oyster’s AMER dedicated-tier Customer Success team of 5 CSMs across West and East time zones. Own retention, churn prevention, and expansion outcomes for top customers across the Americas, while coaching and building an effective operating rhythm. Drive early-warning systems, manage escalations cross-functionally, and translate customer insights into product and operations improvements. Champion AI-assisted workflows to scale portfolio monitoring and reduce manual reporting.
Location: São Paulo, Austin, Toronto, Florida, Chicago, Miami, Charlotte, United States, Nashville, Denver, Brazil, Colombia, Bogotá, Mexico, Mexico City
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, including maintaining operating cadence (1:1s, reviews, portfolio health checks).
  • •Own retention and net revenue outcomes for the AMER dedicated-tier portfolio, including churn/contraction prevention and expansion/upsell identification.
  • •Establish early-warning systems for at-risk accounts and partner internally to escalate and resolve before churn.
  • •Partner with Sales on expansion opportunities by identifying signals and supporting co-owned commercial conversations.
  • •Translate customer feedback, risks, and requirements into actionable insights for Product, Operations, and Go-to-Market teams, including contributing to churn review and save strategies.

Pay and Benefits

Salary: USD 85,000 - 110,000 annually
Perks:Paid LeaveHealth InsuranceWellness StipendParental LeaveHome Office

Key Requirements

  • •5+ years in customer-facing roles, including 2+ years in Customer Success or Account Management in a B2B SaaS environment.
  • •2+ years of people management experience, ideally leading a team across multiple time zones within the Americas.
  • •Experience managing a portfolio with commercial accountability for retention, expansion, and churn prevention.
  • •Exceptional interpersonal and communication skills to influence cross-functionally at senior levels.
  • •Strong operating rhythm discipline and comfort using data/analytics to guide portfolio health decisions.
Experience:5+ yearsB2B SaaSCustomer successAccount managementData analytics
Skills:LeadershipCommunicationCross-functional influenceProblem-solvingConflict resolution
Languages:English
Tech Stack:SalesforceZendeskLooker

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
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