Onboarding Success Manager I – EMEA

This is a fully remote position, open to applicants in Romania, +6 more countries.

📋 Description

• Assist and guide Customers and Team Members throughout the onboarding process, starting from new-hire submission to engagement.

• Act as the primary point of contact for Customers and their new Team Members.

• Provide comprehensive documentation and respond to ad-hoc inquiries with precision.

• Coordinate meetings with Customers and Team Members.

• Handle custom requests and onboarding escalations in collaboration with Sales, Product, Legal, and Finance teams.

• Support the customization of contracts in accordance with internal protocols and compliance standards.

• Develop and update documentation detailing the onboarding procedure.

• Adhere to team processes, playbooks, best practices, and internal knowledge resources.

• Accurately capture and process necessary customer information.

• Ensure complete and accurate data management on the Oyster platform.

• Offer feedback and maintain customer self-service tools, internal knowledge resources, and team protocols.

• Keep abreast of Product updates and changes in global employment regulations.

• Engage in continuous upskilling to achieve agreed-upon KPIs.

⛳️ Requirements

• Minimum of 3 years of experience in HR or in a client-facing role within an HR SaaS platform.

• Strong customer-first mindset.

• Proven experience in scheduling and managing customer meetings.

• Experience in managing customer escalations effectively.

• History of meeting and enhancing customer satisfaction metrics such as cSAT and NPS.

• Experience in adhering to and improving team processes.

• Exceptional attention to detail, organizational and analytical capabilities, along with a solid work ethic.

• Outstanding written and verbal communication abilities.

• Comfortable in a fast-paced work environment and able to work independently.

• Excellent interpersonal skills, along with determination, tenacity, and a sense of humor.

• Advocate for remote-first practices, with a passion for the future of work.

• Motivated by Oyster’s social impact mission.

• Eager to adopt emerging AI technologies, continuously learning, experimenting, and identifying opportunities for workflow improvements.

• [BONUS] 3+ years in a customer success position, preferably overseeing onboarding for an HR SaaS platform while engaging with SMB to Enterprise Market.

• [BONUS] Familiarity with employment practices in multiple countries.

• [BONUS] Proficiency in languages other than English.

• Reliable home internet connection.

• Proficient in English language skills.

• Must reside within UTC +0 to UTC +3.

• Must possess legal authorization to work in the country of residence.

🏝️ Benefits

• Work remotely from anywhere.

• Enjoy 40 days off annually (inclusive of holidays and vacation), or more if mandated by your country.

• Access to mental health support through Plumm.

• Monthly wellbeing allowance in a ThanksBen wallet.

• A minimum of three months’ paid parental leave with job security for up to 12 months or as required locally.

• Stipend for work-from-home laptop and home office equipment.

• Fully remote, asynchronous, and collaborative work environment.