Customer Success Manager

Summary

Join Multiplier, a global employment platform revolutionizing remote work, as a Customer Success Manager! You will be the primary contact for North American clients, ensuring their success with our HR tech solutions. Your responsibilities include onboarding clients, providing training and support, building strong relationships, and driving customer adoption and retention. You will proactively address client challenges, gather feedback, and collaborate with sales and product teams. This remote role requires proven experience in customer success, ideally within HR tech, strong communication skills, and a customer-focused mindset. Contribute to the growth of our business and make a significant impact on the HR industry in North America.

Requirements

• Proven experience (minimum 3 years) as a Customer Success Manager or similar role, preferably in the HR tech industry
• Strong understanding of human resources processes and challenges faced by HR professionals
• Fluent in English with excellent communication and interpersonal skills, capable of building strong relationships remotely
• Customer-focused mindset with a passion for delivering exceptional customer experiences
• Ability to work independently and proactively, taking ownership of customer success initiatives
• Availability to work remotely during North American business hours

Responsibilities

• Guide clients through the onboarding process, ensuring a smooth and efficient implementation of our HR tech platform
• Proactively engage with clients to understand their HR challenges and align the platform's features with their specific needs
• Provide training sessions and workshops to educate clients on best practices and maximize product adoption
• Develop and maintain strong relationships with key stakeholders within client organizations
• Conduct regular check-ins and health assessments to gauge customer satisfaction and identify areas for improvement
• Act as the main point of contact for any inquiries, issues, or escalations, providing prompt and effective resolutions
• Monitor customer usage patterns and engagement levels, identifying opportunities for upselling and cross-selling
• Proactively address any potential challenges or obstacles to ensure high customer retention rates
• Collaborate with the sales team to drive expansion and upsell opportunities within the existing customer base
• Gather customer feedback and insights to communicate product enhancement requests to the product development team
• Serve as a customer advocate, providing valuable input to the product roadmap to align with North American market demands
• Track and analyze key customer success metrics, such as churn rate, customer satisfaction scores, and usage statistics
• Provide regular reports and insights to internal teams, contributing to data-driven decision-making processes

Preferred Qualifications

Experience with CRM systems and customer success tools is a plus

Benefits

Remote work