Onboarding Success Manager

Oyster is a global employment platform that enables companies to hire, pay, and care for talent worldwide. Distributed across 60+ countries since 2020, Oyster has been recognized as:

• 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 since 2023

Oyster is fully remote, and this role requires you to be based within UTC -4 / -7.

We are seeking an Onboarding Success Manager to deliver an exceptional experience to both Customers and Team Members during the onboarding process. This role involves direct interaction with customers seeking to hire or pay through Oyster, as well as with the team members employed by Oyster.

Key Responsibilities

You will have complete ownership for guiding and supporting both Customers and Team Members through their onboarding journey with Oyster, from the point at which the Customer submits a new hire on the Oyster platform until the Team Member is Engaged.

You will provide guidance and support by:

• 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 address their questions;
• Managing custom requests and escalations, collaborating with Sales, Product, Legal, and Finance teams;
• Supporting contract customization operations in alignment with internal procedures, ensuring compliance and timeliness;
• Creating and updating explanatory documentation on the onboarding process;
• Following team processes and best practices, including playbooks and internal knowledge sources;
• Ensuring accurate capture and processing of information required from customers;
• Ensuring complete and accurate data on the Oyster platform to support smooth employment for Team Members and a seamless experience for Customers;
• Providing feedback and maintaining customer self-service tools and internal knowledge sources;
• Keeping up to date with Product releases and global employment regulation changes;
• Completing ongoing upskilling to meet agreed KPIs.

Core Requirements

• 3+ years of experience working in HR or in a customer-facing role for a HR SaaS platform;
• A customer-first mentality, with a focus on ensuring customer satisfaction and support;
• Experience in scheduling and managing customer meetings;
• Experience in managing customer escalations;
• A track record of meeting and improving customer satisfaction metrics such as cSAT and NPS;
• Experience following and improving team processes to ensure a consistent customer experience, with the ability to add a human touch;
• 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, tenacity, and 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 influence global change and employment opportunities;
• AI & Workflow Automation: Actively embraces emerging AI technologies, with a willingness to learn, experiment, and improve workflows, productivity, and operational excellence.

Bonus:

• 3+ years in a customer success role, ideally with ownership of onboarding Customers onto an HR SaaS platform and experience with SMB to Enterprise markets;
• Knowledge of employment practices in more than 1 country;
• Ability to speak languages other than English fluently.

Additional Requirements:

• A reliable home internet connection;
• Fluent English language skills.