Senior Customer Success Manager

Summary

Join Multiplier, a global hiring revolution company, as a Senior Customer Success Manager (CSM). In this role, you will build strong relationships with named accounts, ensuring they achieve their talent and business objectives using Multiplier's platform. You will actively monitor product adoption, provide industry best practices, and collaborate with internal teams to deliver exceptional customer experiences. Your responsibilities include synthesizing customer feedback to shape the product roadmap and identifying growth opportunities within your portfolio. Success in this role requires a customer-obsessed mindset, experience in building customer relationships, excellent communication skills, and the ability to thrive in a fast-paced, remote environment. The ideal candidate will have at least 5 years of customer-facing experience in B2B SaaS or HR, with a proven track record of exceeding goals.

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 5 years of Customer facing experience (ideally within B2B SaaS or HR)
• Min 3 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

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!