Remote Customer Success Manager: Data-Driven, Cross-Functional Advocate

Oyster®; Austin (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Oyster is seeking a Customer Success Manager to manage relationships and drive adoption across a diverse Americas-based customer base. The role emphasizes proactive engagement, health-case management, and cross-functional collaboration to ensure customer satisfaction.

You will lead enablement sessions and product demos, address escalations, and work with Sales and Support to reduce churn while maximizing platform value. A strong data mindset and communication skills are essential.

Qualifications

• Minimum of 2 years in a Customer Success, Account Manager or quota-carrying role in SaaS/tech.
• Proven ability to manage multiple customer relationships and drive success initiatives.
• Ability to manage customer expectations and resolve conflicts effectively.
• Excellent verbal and written communication skills.
• Strong interpersonal skills to build rapport and trust with customers.
• Analytical mindset to leverage data for insights and decisions.
• Cross-functional collaboration across departments to achieve goals.
• Thrives in a fast-paced, dynamic environment with changing priorities.
• Strong organizational skills and attention to detail.
• Passion for customer advocacy and continuous self-improvement.
• Proficiency in Zendesk, Asana, Notion and Slack is a bonus.

Responsibilities

• Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction.
• Address and manage customers' health cases assigned to them.
• Respond to customer inquiries and requests within the Success scope, providing timely solutions.
• Conduct enablement sessions, product demos, and escalation calls to drive adoption.
• Manage customer escalations and collaborate cross-functionally to resolve issues.
• Use data-driven insights to understand customer needs and advocate for customers.
• Identify opportunities to improve and scale customer success processes.
• Lead and participate in cross-functional projects to improve engagement and satisfaction.
• Act as the primary point of contact for internal teams and prioritize requests.
• Collaborate with Sales to ensure customer retention, especially churn-risk cases.
• Collaborate with Treasury on payment collection for late-paying customers.
• Work with Product, Sales, Support, and Marketing to maximize platform value for customers.
• Stay abreast of product updates and industry trends to continuously improve skills.

Skills

Customer Success

Account Management

SaaS

Data-driven insights

Communication

Cross-functional collaboration

Notion

Slack

Tools

Zendesk

Asana

Notion

Slack

Job description

Oyster is seeking a Customer Success Manager to manage relationships and drive adoption across a diverse Americas-based customer base. The role emphasizes proactive engagement, health-case management, and cross-functional collaboration to ensure customer satisfaction.

You will lead enablement sessions and product demos, address escalations, and work with Sales and Support to reduce churn while maximizing platform value. A strong data mindset and communication skills are essential.