Job type: Full Time · Department: Customer Success · Work type: Remote
United States; London, England, United Kingdom
About the Role
Multiplier is building a world‑class Customer Success organization to support global companies as they hire, pay, and manage teams across borders. As CS Enablement Specialist/Manager, you will sit at the center of how our CS teams learn, operate, and scale.
This is a builder role. The CS Enablement function is in its early stages and you will be a core part of building it out by writing processes, developing programs, and turning direction into structure. The subject matter is genuinely complex: global employment law, multi‑jurisdiction payroll compliance, EOR regulations, and commercial frameworks that evolve constantly. You will be expected to take that complexity and make it simple, fast.
If you are energized by complexity, comfortable helping to build the playbook as you go, and motivated by work that directly shapes how a global team performs, this role is for you.
What You’ll Do
Build talk tracks, playbooks, SOPs, and coaching frameworks for key CS moments EBRs, renewals, escalation handling, pricing conversations, and churn risk.
Translate complex, fast‑moving topics—compliance changes, product releases, commercial policy updates—into clear, actionable content the team can use immediately.
Run training sessions, workshops, and live enablement moments in partnership with CS leadership.
Act as the connective tissue between CS, Product, Product Marketing, Legal, and BizOps, capturing changes and turning them into actionable items for the team.
Partner with Product and PMM before every launch so CS teams are ready before customers start asking questions.
Document processes and make them repeatable: escalation paths, intake workflows, QBR frameworks, project milestone templates.
Build and maintain a single source of truth for the CS team: playbooks, reference guides, and resource libraries that are actually used.
Track enablement outcomes tied to team performance—time‑to‑competency, renewal rates, escalation frequency—and use the data to improve continuously.
What You Bring
You do not have to tick every box. A strong candidate will bring one of the following:
Meaningful experience in CS enablement, sales enablement, training, or L&D in a B2B SaaS environment.
Meaningful experience in the HR tech space (employer of record, global payroll, workforce management, or adjacent domains) with a strong ability to learn fast and turn complex topics into clear resources.
Either way, you also bring:
The ability to take complex, ambiguous subject matter and turn it into something simple and usable.
Strong communication skills across a wide range of stakeholders from Product Managers to BizOps to CS leadership.
Sharp project management instincts: you track details, meet deadlines, and keep stakeholders aligned.
Comfort helping to build the playbook, not just execute it.
Who You Are
A fast learner who can master a complex topic and turn it into crisp, usable output quickly.
A pragmatic communicator: you write clearly, edit ruthlessly, and always ask whether your audience will actually use what you built.
Comfortable with ambiguity and resourceful enough to close gaps fast.
Someone who leaves things more structured and more scalable than they found them.
