Customer and Operations Lead

About Multitudes

Kia ora! I’m Lauren, the founder of Multitudes, and I’m writing this job description because the person in this role will be working closely with me.

Kia ora! I’m Lauren, the founder of Multitudes, and I’m writing this job description because the person in this role will be working closely with me. At Multitudes, we're on a mission to help every team be equitable and high-performing, starting with software engineering teams. Our AI-enabled product turns metrics into action – catching where work is blocked, who's not getting enough support, and what's working best with AI, then nudging teams to act.

Our commitment to being human-centered goes beyond our product. We conduct academic research on topics like AI impact, engineering productivity, and feedback quality, and we apply the same rigour to how we operate. See our data ethics principles for one example of how we put this into practice! Our customers are among the best software engineering teams in the world – from Culture Amp in Australia, Veho in the US, Clara in Latin America, Quick Release in the UK, and more.

We also have great backers from raising >$4M across two rounds – including Blackbird Ventures, Ellen Pao (of Reddit, Project Include), Jon Williams and Doug English (co-founders of Culture Amp), Vaughan Fergusson (founder of Vend, now Lightspeed), and more. Across our customers and our investors, we’ve always been discerning – life is too short to work with jerks. We're at an exciting inflection point: our product has become a need-to-have for teams navigating the AI transition, and we have proven go-to-market strategies plus a clear line of sight to our next milestone.

You can help us get there.

This is a generalist role with one underlying focus – making life better for our team and our customers. You'll work closely with me on everything from customer support to product marketing, sales events to account management. We’re a lean team so each person’s work is incredibly important. This is also a great learning opportunity for someone who wants to build software with AI.

You don't need deep analytics or coding experience, but you do have a solid analytics foundation and eagerness to learn. Our data scientists and engineers are smart and generous teachers, so you'll have support as you dig into the codebase to answer customer questions and fix issues. Ultimately, you're the person who makes sure our team and customers feel supported.

You can juggle multiple balls and know which ones can't be dropped. You're detail-oriented – honoring customer commitments and getting the data right – but also strategic, knowing when something's good enough to move on. And you're relentlessly focused on building better systems, spotting patterns and proactively fixing them.

• Product-led customer success

This Is Not Customer Success As You’ve Seen It Before – We Have An Analytical Product And a Technical Audience (software Engineers), So Good Customer Success Here Comes From Deep Product Understanding. You'll

• Respond to customer questions, triage their importance, think strategically about what documentation or product changes might be needed – then make them.
• Learn our codebase (using AI tooling like Claude Code) to answer more customer questions independently, and eventually make code changes yourself.
• Set up and analyze Post Hog metrics to see what's working and where customers get stuck.

• Improving and automating our systems – top priorities right now are customer support triage and monthly metrics reporting.
• Managing supplier relationships (pen testers, accountants) and watching our…