Manager, Customer Success

Job type:
Full Time
· Department:
Customer Success
· Work type:
Remote

New York, New York, United States

Job Title: Manager, Customer Success

Location: United States (Remote-Friendly)

Department: Customer Success

Reports to: Director, Customer Success

Multiplier Technologies is a global HCM SaaS platform redefining how companies manage and support distributed teams. We simplify the complexities of global employment, payroll, and compliance—empowering our customers to scale quickly and compliantly across borders.

This opportunity is for an individual who thrives on building scalable processes, coaching CSMs, and solving complex customer problems end-to-end.

As the Manager of Customer Success for the United States, you will be responsible for leading and developing the regional CS team, designing and refining processes that strengthen the customer journey, and ensuring we deliver consistent, high‑quality experiences that drive adoption, retention, and growth.

You will partner closely with Sales, Support, Product, Payroll, and Operations to:

• Clarify ownership
• Reduce friction for customers and internal teams
• Build a predictable, data‑driven customer success motion

Build and scale processes

Design, implement, and continuously improve customer success processes across onboarding, adoption, renewal, and expansion.

Standardize playbooks, workflows, and handoffs between CS and cross‑functional partners (Sales, Implementation, Support, Payroll, Product, Finance).

Use data to identify bottlenecks, simplify complex workflows, and reduce customer effort.

Coach and develop CSMs

Lead, mentor, and grow a CSM team line; provide regular 1:1s, feedback, and coaching.

Define what “good” looks like for CSM performance, including expectations for account coverage, customer engagement, and commercial outcomes.

Build clear career paths and promotion criteria, fostering a culture of accountability, learning, and collaboration.

Solve for the customer, end-to‑end

Act as an escalation point for complex, high‑value customers, partnering cross‑functionally to resolve issues and remove root causes.

Champion the voice of the customer in internal forums, informed by data, feedback, and frontline observations.

Drive a customer‑first mindset across internal teams, reinforcing the impact of accuracy, timeliness, and transparency on customer trust.

Drive adoption, retention, and growth

Own regional retention and expansion outcomes, establishing clear targets and operating rhythms (QBRs, EBRs, renewal reviews).

Monitor health, risk, and opportunity signals across the APAC portfolio; ensure CSMs have playbooks for rescue, renewal, and expansion.

Partner with Sales and Rev Ops on forecasting, account planning, and growth strategies for key segments.

Operational rigor & governance

Define and track core CS metrics (GRR, NRR, logo churn, product adoption, time‑to‑value, SLA adherence) for APAC.

Implement governance forums (weekly reviews, monthly business reviews) to align on priorities, unblock issues, and drive continuous improvement.

Collaborate with Enablement to ensure CSMs and managers have the tools, training, and knowledge they need to be effective in the EOR/Global Payroll space.

You love solving problems for customers and are known for taking a structured, calm, and outcome‑focused approach.

You have proven experience leading and developing Customer Success teams, ideally in a high‑growth, B2B SaaS environment.

You are process‑obsessed: you can see the customer journey end‑to‑end, identify gaps, and design scalable workflows that stick.

You have strong leadership, coaching, and communication skills, and you are comfortable giving and receiving direct, constructive feedback.

You’re data‑driven and use metrics to diagnose issues, set priorities, and focus the team on what matters most.

You can explain complex concepts simply, and you’re effective with both written and verbal communication across time zones and cultures.

You enjoy working collaboratively and cross‑functionally, and you perform well under pressure in a fast‑paced, rapidly changing environment.

You have at least 5…