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About the Role
You will own a scaled book of partner-referred accounts, providing a consistent experience and driving growth for smaller customers who haven't previously had a dedicated Customer Success Manager. The focus is on managing retention outcomes efficiently through one-to-many programs, data analysis, and automation.
Responsibilities
- Own retention and renewals for a scaled book of accounts, serving as the named Multiplier contact.
- Prioritize accounts based on health and revenue to allocate one-to-one time effectively.
- Execute one-to-many programs including onboarding check-ins, email campaigns, office hours, and webinars.
- Monitor customer signals (usage, offboarding, billing, support) to proactively address risk.
- Coordinate with internal teams (Support, Payroll, Benefits, Finance, Legal) to resolve customer issues.
- Collaborate with Partnerships and Sales teams on shared accounts and transition expansion opportunities.
- Contribute to the development of playbooks, templates, and health criteria for scaled coverage.
Requirements
- 3+ years in a customer-facing B2B SaaS role (Customer Success, Account Management, or Implementation) with direct ownership of retention or renewals.
- Experience managing a large book of 50+ accounts and utilizing data to prioritize time.
- Familiarity with payroll, benefits, HR, or compliance topics.
- Proven ability to resolve issues across different internal teams.
- Strong written communication skills for email and scaled communications.
- Working knowledge of a CRM (Salesforce or similar).
- Interest in using automation and AI tools.
- Comfort with building new processes and playbooks.
Skills
- Customer Success
- Account Management
- B2B SaaS
- Retention
- Renewals
- Data Analysis
- Automation
- CRM
- Salesforce
- Communication
Location
- Remote
Work Type
- Hybrid
Experience Level
- 3+ years
Benefits
- Competitive benefits
- Recognition programs
- Career development opportunities
- Comprehensive health insurance coverage
- Generous holiday policy
About the Company
- Multiplier is at the forefront of the global hiring revolution, simplifying global hiring to create a level playing field for businesses and talent worldwide.
- Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries compliantly.
- Our mission is to build a world without limits where businesses can build global dream teams.
- We are backed by investors including Sequoia, DST, and Tiger Global.
- We are scaling fast and seeking talented individuals to join our team.
Equal Opportunity
- Multiplier 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 status.