Manager, Customer Success (Americas)

Manager, Customer Success (Americas) LocationThe AmericasEmployment TypeFull timeLocation TypeRemoteDepartmentOperationsDeadline to ApplyJuly 28, 2026 at 3:00 PM MSTCompensationUS$85K – $110KCanadaCA$100K – CA$125KBrazilR$300K – R$400K✨ One platform, a whole world of opportunityThe best jobs are often restricted to a few wealthy cities, but talent exists everywhere. Oyster set out to change this by launching a global employment platform that enables companies to hire, pay, and support talent anywhere.We’re proof that a strong, engaged culture doesn't require an office. Since January 2020, Oyster has:🌏 Built a distributed team of 500+ across 60+ countries👩‍💻 Featured in Forbes as #9 in FlexJobs Top 30 Companies for remote jobs🌈 Formed a diverse leadership team and a workforce that’s 60% female🏆 Earned top employee engagement scores🦄 Raised $286 million; valued at $1.2 billion💚 Achieved B Corp status in 2023Our momentum shows the power of global employment, and we’re just getting started! If you want to help us drive change and work remotely, we’d love for you to apply!How we're hiring for this role: Applications for this role close on 29 July. We review every application together after the window closes, so you may not hear from us right away but you will hear from us, either way, once decisions are made. We think that's fairer than a rolling "maybe never" silence, and it means the candidates we do move forward with get a fast, focused process.Location: This role requires you to be based within AMER hours, with flexibility to cover both West and East AMER time zones.At Oyster, we're transforming distributed work by enabling companies everywhere to hire talent anywhere through our platform and suite of global employment solutions. We're looking for a hands-on, strategic Customer Success Manager to lead our AMER Dedicated CSM team: a team of 5 experienced CSMs providing white-glove service to Oyster's highest-value customers across the Americas.This role sits at the intersection of people leadership, customer strategy, and operational excellence. You'll own the health, retention, and expansion outcomes for Oyster's AMER dedicated-tier portfolio, who represent a significant share of our committed ARR, while coaching a team through the complexity of multi-product, multi-country customer relationships.About the Team: The AMER Dedicated CSM team serves Oyster's top-tier customers in the Americas: companies with meaningful ARR commitments. 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. 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. The AMER Dedicated CSM team operates alongside parallel Dedicated CSM teams in EMEA and UKI, all reporting into the CS leadership structure Key ResponsibilitiesTeam Leadership & CoachingLead, mentor, and develop a team of 5 CSMs across West and East AMER. 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.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 hiring for open roles, including backfills and new headcount, ensuring the team's sub-regional coverage matches the AMER customer base.Customer Health, Retention & ExpansionOwn the retention and net revenue outcomes for the AMER dedicated-tier portfolio, including churn/contraction prevention and expansion/upsell identification.Establish and enforce early-warning systems for...