Customer Success Manager in London

What do we do?
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 – (like you) – 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.

Our unified employment platform, complete with world‐class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity. We\’re backed by some of the best in the business, (Sequoia, DST, and Tiger Global), are led by industry‐leading experts, scaling fast, and seeking brilliant like‐minded enthusiasts to join our team. The future is borderless. Let\’s build it together.

What\’s the opportunity?
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 org 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.

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