Job description
Job detailsApplication formThe 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.Job OverviewWe are looking for a Customer Success Manager (CSM) Manager to lead a pooled CSM model supporting our SSB (Small & Scaled Business) customer segment. This role is responsible for managing a team of CSMs who deliver a low-touch, tech- and support-assisted success motion, while still driving strong customer outcomes, adoption, and retention.You will design and run a scalable success model where Support is the primary engagement channel, but CSM strategy, lifecycle ownership, and proactive interventions ensure customers continue to realize value from the platform.What You’ll DoPooled CSM Model LeadershipLead and manage a team of CSMs operating in a pooled coverage model for SSB customers.Define and optimize a low-touch CSM motion that scales across a large customer base without sacrificing outcomes.Balance support-led interactions with proactive CSM engagement at key lifecycle moments.Customer Lifecycle & Success MotionOwn the success strategy for onboarding, adoption, renewals, and risk management for the SSB segment.Design structured, repeatable touchpoints such as tech-touch campaigns, QBR-lite motions, and automated health checks.Ensure customers receive value primarily through support, in-product guidance, and self-serve resources, with CSM intervention where needed.Support & Cross-Functional AlignmentPartner closely with Customer Support leaders to ensure seamless handoffs, escalation paths, and consistent customer experience.Align with Product and Operations teams to surface trends preventing adoption or driving support volume.Act as the escalation owner for high-risk or high-impact SSB accounts.Team Management & EnablementCoach, mentor, and develop CSMs to operate effectively in a pooled, data-driven environment.Set clear goals, KPIs, and performance expectations focused on scale and efficiency.Build playbooks and best practices for low-touch customer success.Metrics & OutcomesOwn success metrics for the SSB segment including gross retention, churn, product adoption, health scores, and support-driven CSAT.Use data to identify at-risk cohorts and trigger proactive success motions.What You’ll Bring7–10+ years of experience in Customer Success, Account Management, or Support-led Success within a SaaS environment.2–3+ years of experience managing CSMs, ideally within a pooled or scaled customer model.Strong understanding of low-touch / tech-touch customer success frameworks.Experience working closely with Support teams as the primary engagement channel.Ability to design scalable processes, playbooks, and lifecycle journeys.Data-driven mindset with hands-on experience using health scores, automation, and success metrics.Excellent communication and stakeholder management skills.What Success Looks LikeEfficient pooled CSM coverage with clear segmentation and playbooks.High retention and adoption in the SSB segment despite low-touch engagement.Strong collaboration between Support and Customer Success teams.Proactive risk identification with minimal reactive firefighting.What We Offer:High-impact role with the chance to play a key role in a rapidly growing company.Work with a passionate, energetic, and diverse team.Competitive benefits, recognition programs, and career development opportunities.Comprehensive health insurance coverage for you and your family’s well-being.Generous holiday policy.A company that genuinely invests in your professional success.Equal Employment OpportunityMultiplier is an equal opportunity employer: we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability statusApply for this positionAutofill from resumeSave time by uploading your resume. (Only PDF or DOCX format supported)Upload filePersonal InformationFirst name*Last name*Email*Phone🇺🇸+1LinkedIn URLProfileResume*Drag and drop files or click to uploadSupported files: .pdf & .docx, up to 20 MBCover LetterDrag and drop files or click to uploadSupported files: .pdf & .docx, up to 20 MBEducationAddExperienceAddEqual Opportunity EmployerHelp us be an equal opportunity employerYou are requested (but not required) to fill in the personal data below. This information is used solely for government reporting and will not influence our hiring decisions.Race or ethnicitySelect...GenderSelect...PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.Multiplier Technologies Private Limited does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.Apply for this positionJob detailsApplication form