Customer Success Manager

Summary

Join Multiplier, a global employment platform, as a Customer Success Manager in APAC, focusing on building strong relationships with named accounts to help them expand internationally and increase revenue. You will actively monitor product adoption, provide industry best practices, and collaborate with internal teams to deliver exceptional customer experiences. This role requires building trusted relationships, understanding customer needs, and identifying growth opportunities. Success in this role demands customer obsession, strong communication skills, and the ability to work independently and proactively solve problems. The ideal candidate will have experience in customer success or service, preferably within B2B SaaS or HR, and fluency in English and Mandarin Chinese.

Requirements

• 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
• 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
• Fluent in English and Chinese (Mandarin)

Responsibilities

• 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

Preferred Qualifications

Previous experience of working in customer success/service, a background at a HR SaaS company or experience in working remotely are all a plus!