Customer Success Manager

Position - Customer Success Manager

“Real people, real partnership, real impact.”

At Oceans, we help the best and brightest to take advantage of opportunities that otherwise wouldn’t be available to them, while supporting entrepreneurs with global talent. This role focuses on our clients: making sure they are satisfied, growing our presence with them, and playing an active role in deepening our relationship with them.

Managing 80-100 existing accounts, you are the voice for your customers internally. You represent their views in meetings and help us build better for them.

Accountability

You will have four primary areas of focus, with the expectation that you will be measured on your ability to retain current clients and expand our footprint in their business. That means:

• Monthly check-ins to understand client satisfaction and additional needs
• Ongoing management of any dissatisfaction, alongside Integration and Diver Success
• Infrastructure to support both satisfaction and growth, including Hubspot for analytics and notes
• Acting as the voice of the customer in our internal development process

Colleagues

Your primary partners will be the customers themselves. Internally, you’ll work closely with our Integration and Diver Success teams to help our clients get the most from the Oceans talent network. Where it makes sense to expand our relationship, you’ll also work with our Sales team to grow the account.

While working cross-functionally, this role reports to the VP of Sales and Customer Success. 

Requirements

Skills and Qualifications

At Oceans, we believe in T-shaped people with one area of deep vertical expertise and broad horizontal interests. As a Customer Success Manager, the legs of your T should be in deeply understanding the needs of those we serve and making sure those are clearly and accurately communicated to our internal teams on an ongoing basis. Your arms should extend to an understanding of how businesses function, how they grow and develop employees, and where global talent fits in that growth. Previous experience working with global talent, business operations, and client-facing roles will be an asset.

Diversity of experience is core to Oceans. You are expected to be able to manage, work with, and serve people from a broad range of backgrounds in an inclusive manner that supports both individual and collective dignity.

The interview process will include opportunities to demonstrate skills in each of the following areas:

• Needs Assessment: After talking to a client, can you accurately summarize their business, their talent needs generally, and their specific role needs?
• Validated Listening: After talking to a client, does the client feel heard and validated, such that they are confident their needs will be met?
• Growth Mindset: Do leaders feel confident that you will not just maintain but grow the Oceans footprint in target accounts?
• Infrastructure: Have you used CRM software like Hubspot and can use it to both draw insight and provide context to others?  
• Cross-Functional Awareness: Do internal teams feel you understand what they do and how to interface with them, including where you will take ownership and where you will collaborate?

Benefits

The salary range for this role is $100,000 - $130,000. It is fully-remote. Information about our benefits and how we arrived at this compensation range, along with an opportunity to update our understanding of both market and individual factors, will be available during our offer process.

About Oceans

Our company’s business model is simple: helping people in the developing world access employment opportunities in larger markets, at wages that support their individual dignity. And so we make money when our clients and Divers are happy working together. We welcome the chance to discuss the complementary parts of our business during your interview process and encourage questions about where we are and where we are going.