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 the relationship between our Clients and our Talent and overseeing the health of those partnerships: supporting onboarding processes, tactically advising on best practices for collaboration, proactively addressing instances of misalignment, and ensuring a productive and supportive working relationship for the long haul.

The Customer Success Manager plays a key role in laying the foundation for a successful Client/Talent Partnership and ensuring both parties are working together harmoniously throughout their lifecycle as a pairing. 

In designing and guiding Clients through a structured, custom onboarding process; checking in throughout the relationship to advise on best practices and document partnership health; and addressing misalignment in a dynamic manner, the Customer Success Manager acts as as a facilitator and cultural translator for the Client/Talent partnership, to increase mutual satisfaction and prevent service-level churn. 

This is a full-time, remote position open to applicants in the US.

Accountability

You will have four primary areas of focus, with the expectation that you will be measured on your ability to design and execute customized onboarding flows; bridge complex cultural gaps through effective communication and translation; push back on outsized expectations to problem solve before issues arise; and proactively own your partnership portfolio. That means:

• Facilitating calls with Clients and Talent in the earliest stages of their partnership, to get them set up to work together and ensure alignment in their individual ways of working
• Managing Client dissatisfaction or misalignment to productive ends
• Maintaining infrastructure to support satisfaction and growth, including Hubspot and Slack for collaboration, Gemini and Claude for AI enablement, and Google Sheets for partnership data and tracking
• Acting as the voice of the Client/Talent Partnership in our internal development process.
  

Your primary partners are our Clients and Talent: facilitating onboarding calls, aligning on expectations, tactically advising Clients on how best to use our services, and “marriage counseling” through tough conversations to foster the health of each relationship. You’ll also work with our Internal Talent Success and Training Teams to ensure they have the insight, leverage, and support they need to help our Talent perform at their best.

While working cross-functionally, this role reports to the Head of Customer Success. 

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 our Clients (primarily early stage startup founders who need operational and business process support) and ideal behaviors of our Talent (relentlessly forward-thinking and proactive operators) at 30,000 feet, and ensuring they can work together at ground level. Your arms should extend to an understanding of how businesses function, how they onboard and utilize new employees, where any manager might encounter hurdles in working with a direct report, and where global talent fits within these systems. Previous experience working with Founders in any capacity, or as a Former Founder yourself, is strongly preferred. Alternatively, previous tenure in Customer/Client Success or Account Management role at a fast-moving startup will be an asset as well, alongside exposure to the outsourcing industry more broadly. 

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:

• Relationship Management: Are you able to position yourself as a trusted, expert partner to your Client as they embark on their first dive with us?
• Expectation Management: Are you able to clearly and candidly outline where a Client's expectations might be outsized, and guide them towards behaviors that will generate the best outcomes within their working relationship?
• Strategic Judgment: Are you able to work alongside other teams to quickly game out scenarios and present recommendations to Clients that serve both their needs as well as the needs of the business?
• Dynamic Problem Solving: Where complex needs present themselves, are you able to instinctively design customized, in-the-moment solutions to foundationally support a productive and efficient working relationship?
• Cross-Cultural Understanding: Are you able to understand and analyze subtext and context clues to identify hidden misalignment and maladaptive ways of working?

The salary range for this role is $65,000-$85,000. 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.

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.  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.