Onboarding Success Manager (Americas)

Oyster; United States; Remote; USD 85,000 - 135,000; Full time

Benefits offered by this job

Work from anywhere

Paid time off: 40 days per year

Mental health support (Plumm)

Wellbeing allowance

Flexible parental leave

WFH stipend

Job summary

Oyster is seeking an Onboarding Success Manager for the Americas to deliver an exceptional onboarding experience for Customers and Team Members who hire or pay through Oyster. You will be part of the frontline of our business and collaborate with Legal, Sales, and Product to support onboarding across multiple products.

You will drive process improvements, manage escalations, organize meetings, and help customers help themselves through self-service tools while staying aligned with internal

Qualifications

• 3+ years experience in HR, or in a customer-facing role for a HR SaaS platform.
• Customer-first mentality with willingness to go the extra mile to ensure customer happiness.
• Experience scheduling and managing customer meetings.
• Experience managing customer escalations.
• Track record of meeting and improving customer satisfaction metrics (e.g., cSAT, NPS).
• Experience following and improving team processes to ensure a consistent customer experience with a human touch.
• Strong attention to detail, organizational and analytical skills.
• Excellent written and verbal communication skills.
• Comfortable with a fast-paced environment and autonomous work.
• Excellent interpersonal skills, determination and tenacity with a sense of humor.
• Remote-first advocate with passion for changing the future of work.
• Driven by social impact and desire to influence global employment opportunities.
• Experience with AI & workflow automation and willingness to learn.
• Bonus: 3+ years in a customer success role onboarding HR SaaS for SMB to Enterprise.
• Bonus: Knowledge of employment practices in more than 1 country.
• Bonus: Ability to speak languages other than English fluently.
• Fluent English language skills with reliable home internet.

Responsibilities

• Providing explanatory documentation to Customers and Team Members on Oyster and answering ad-hoc questions using diverse sources.
• Organizing meetings with Customers and Team Members to answer questions.
• Manage custom onboarding requests and escalations with Sales, Product, Legal and Finance teams.
• Support contract customization operations in line with internal procedures.
• Create and update explanatory documentation on onboarding processes.
• Follow team playbooks and use internal knowledge sources.
• Ensure information required from customers is captured and processed accurately.
• Ensure complete and accurate data on the Oyster platform for smooth employment processes.
• Provide feedback and maintain customer self-service tools and internal knowledge sources.
• Keep up to date with Product releases and global employment regulation changes.
• Complete ongoing upskilling to meet KPIs.

Skills

HR experience

Customer-facing

Onboarding

Job description

Onboarding Success Manager (Americas)

One platform, a whole world of opportunityThe 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 Named one of America's Greatest Startup Workplaces 2026 by Newsweek A G2 Spring 2026 Leader 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.

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 UTC -4 / -7 .

We are looking for an Onboarding Success Manager who will be responsible for delivering an exceptional experience to our Customers and Team Members during the onboarding process. You will be part of the frontline of our business and interact directly with Customers seeking to hire or pay through Oyster, as well as with the Team Members employed by Oyster. Our Onboarding Success team oversees team members and customer onboarding operations. This team is a subset of the larger Lifecycle Operations team which is dedicated to ensuring an exceptional Customer and Team Member Experience. In your role, you'll collaborate closely with our Legal, Sales, and Product teams while supporting onboarding operations for one or more products based on business needs.

Key Responsibilities

• Providing explanatory documentation to Customers and Team Members on Oyster, answering ad-hoc questions quickly and accurately using a wide range of sources;
• Organizing meetings with Customers and Team Members to answer their questions
• Manage custom requests and escalations that occur at the time of onboarding, effectively working with our Sales, Product, Legal and Finance teams
• Supporting contract customization operations in alignment with internal procedures, timely and compliantly
• Creating and updating explanatory documentation on how the onboarding process works
• Following team processes and best practices including playbooks and using internal knowledge sources
• Ensuring information required from customers is captured and processed accurately
• Ensuring complete and accurate data that is held on the Oyster platform to underpin smooth employment for a Team Member and a seamless experience for the Customer
• Providing feedback and/or actively maintaining our customer self-service tools so that we can help customers help themselves as much as possible, as well as internal knowledge sources and team processes
• Keeping up to date with Product releases or global employment regulation changes
• Completing ongoing upskilling to meet agreed KPIs

Core Requirements

• 3+ years experience working in HR, or in a customer-facing role for a HR SaaS platform
• You have a customer-first mentality: you can put yourself in their shoes and always want to go the extra mile to ensure that the customer is happy and they feel supported
• You have experience in scheduling and managing customer meetings
• You have experience in managing customer escalations
• You have a track record of meeting and improving customer satisfaction metrics e.g. cSAT, NPS
• Experience following and improving team processes to ensure a consistent customer experience, with the ability to add the 'human touch' where appropriate
• First-class attention to detail, organizational and analytical skills and a proven work ethic;
• Excellent written and verbal communication skills
• Comfortable with a fast-paced work environment and working autonomously
• Excellent interpersonal skills, determination and tenacity, along with a sense of humor
• Remote-first advocate and passionate about creating change in the future of work landscape
• Driven by the social impact mission and desire to use skills to influence global change and employment opportunities
• AI & Workflow Automation: Actively embraces emerging AI technologies, with a willingness to continuously learn, experiment and identify opportunities to improve workflows, productivity and operational excellence.
• [BONUS] 3+ years in a customer success role, ideally where you have had ownership of onboarding Customers onto an HR SaaS platform and have worked with SMB to Enterprise Market;
• [BONUS] Knowledge of employment practices in more than 1 country
• [BONUS] Ability to speak languages other than English fluently.
• You'll also need A reliable home internet connection (or be able to get one) Fluent English language skills

Benefits

• 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, 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.

About Oyster

Our values guide the work we do, the decisions we make, 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 so other global teams can learn from us. With diverse locations, cultures, and needs, we created How YOU Work; a program supporting your whole human experience at Oyster.

How YOU work

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 [e-mail] 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, please report it via our Compliance and Ethics Helpline.