Customer Success Manager

The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale. Multiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we’re creating a level playing field where businesses and individuals can compete, grow, and succeed, regardless of geography. Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams.

We have built a vibrant and loyal customer base across different industries, sectors and geographies. Our business has grown 10x in 2022 and will grow again 3x in 2023, and we are in the process of building a world-class customer experience organisation to help us get there. Our CSMs are responsible for building strong, outcome-based relationships with our named accounts, enabling them to expand their international footprint and grow revenues from those accounts moving forward. As a CSM, you’ll be reporting to the Regional Head – CX and working closely with your peers and cross-functional stakeholders. Process, creativity, curiosity and tenacity will be critical to our/your success in this role.

What you’ll do:

• Build trusted relationships with our named accounts through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier.
• Actively monitor adoption of our products/services, provide industry knowledge and best practices to drive engagement.
• Partner closely with internal teams, including Sales, Product, Operations and Engineering, to deliver the best customer experience to drive growth and retention.
• Be the voice of our customers to our Product team, synthesizing feedback received and offering informed opinions and solutions, to help shape our product roadmap.
• Understand the needs of our customers across industries and tiers, and design solutions to meet those unique business needs.
• Identifying growth opportunities within your portfolio.

You’ll be successful if:

• You are customer obsessed, always putting our customers first and being there for them every step of the way.
• You are experienced in building and nurturing customer relationships, ensuring to meet customer and business goals.
• You are able to explain complex topics in easy and concise language and have excellent communication and writing skills.
• You are organized, detail-oriented, are able to prioritize and perform well under pressure, helping you to stay on top of a larger book of customers.
• You have a positive attitude, are self-motivated and resilient, adapting easily to change in our high-growth start-up environment.
• Previous experience of working in customer success/service, a background at a HR SaaS company or experience in working remotely are all a plus!

What are we looking for?

• Min 3 to 5 years of customer facing experience (ideally within B2B SaaS or HR).
• Min 2 years in pure enterprise account/relationship management.
• Min 2 of the last 3 years overachieving goals and targets.
• A people-first, and growth mindset.
• An affinity to work (thrive!) as a remote employee, within a fast-growth business, and an incredibly explosive sector.
• The ability to work independently, problem-solve proactively, and collaborate effectively.
• Comprehension of value-based sales.
• Discipline in Account Planning, Forecasting, and Quota Attainment.

If you are a highly motivated and results-oriented professional with a passion for driving revenue growth in the HR Tech industry, we would love to hear from you.

Equal Employment Opportunity

Multiplier is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Please note that this job description is a general overview and responsibilities may evolve as the company grows and adapts to changing market conditions.