Oyster

Manager, Customer Success (Americas)

The Americas

Sponsorship not specifiedDetected 2 days ago

Data VisualizationSalesforceCRMAccount ManagementCustomer SuccessZendeskResearchLeadershipCommunicationProblem SolvingMentoring

About the role

The AMER Dedicated CSM team serves Oyster's top-tier customers in the Americas: companies with meaningful ARR commitments.
They represent Oyster across the full team member lifecycle (Hiring, Pay, Care, Offboarding) and serve as the voice of the customer internally, surfacing feedback, risks, and product needs to cross-functional teams.
The team works closely with Sales Executives, and other operational teams.

Lead, mentor, and develop a team of 5 CSMs across West and East AMER.
Drive capacity planning and portfolio balancing across the team, using effort scoring (FTEs, call volume, email volume, country complexity) to ensure equitable and sustainable workloads.
Own the retention and net revenue outcomes for the AMER dedicated-tier portfolio, including churn/contraction prevention and expansion/upsell identification.
Partner with Sales on expansion opportunities within dedicated accounts, ensuring CSMs are positioned to identify upsell signals (new countries, product cross-sell from EOR to Scale, headcount growth) and hand off or co-own commercial conversations.
Drive accountability on gaps and failures with cross-functional partners, represent the customer impact clearly and push for resolution timelines.
Champion AI-assisted workflows within the CS team, identify and implement opportunities to use AI tools to automate portfolio monitoring, surface risk signals, generate customer insights, and reduce manual reporting effort.
Build and refine AI-powered playbooks, such as developing standardised workflows that leverage AI for recurring tasks such as meeting preparation, renewal risk assessment, voice-of-customer synthesis, and escalation triage.
Manage escalations effectively, working cross-functionally with Operations, Product, Legal, and Pay teams to find prompt resolutions and close the loop with customers.

ability to keep routine deliverables on track while managing concurrent escalations

Paid time off: Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.

Build and maintain a strong operating rhythm (regular 1:1s, pipeline reviews, portfolio health checks, and team calibrations), that keeps routine deliverables on track while escalations are managed in parallel.
Own hiring for open roles, including backfills and new headcount, ensuring the team's sub-regional coverage matches the AMER customer base.
Customer Health, Retention & Expansion
Drive AI literacy across the team and ensure every CSM is proficient in using AI tools for account research, meeting preparation, customer health analysis, and internal reporting.

Each CSM manages a portfolio of dedicated accounts end-to-end, from onboarding coordination through to renewal and expansion, acting as the single point of accountability for the customer.
The AMER Dedicated CSM team operates alongside parallel Dedicated CSM teams in EMEA and UKI, all reporting into the CS leadership structure
Team Leadership & Coaching
Establish and enforce early-warning systems for at-risk accounts, ensuring CSMs are proactively flagging churn signals and engaging the right internal stakeholders before escalation.

As long as work is timely, your team is supported, and you're authorized to work where you live, you can work from anywhere.

This listing is sourced directly from Oyster's careers page and normalized into a canonical job model.