Senior Manager, Customer Success

Multiplier is a global employment platform headquartered in Singapore. It helps companies employ talent without the hassle of opening an entity/office in 150+ countries and also not worry about payroll/benefits/compliance etc of the employees. Companies find the talent and Multiplier will help them with all aspects of employment either for locals or expats.

Multiplier enables companies to employ anyone, anywhere in a few clicks. Our SaaS platform combines the multi-local complexities of hiring & paying employees anywhere in the world, and automates everything. We are passionate about creating a world where people can get a job they love, without having to leave the people they love. With the new trends of remote working, Multiplier will play an important role in growing your business globally. Global Talent is no more a problem with Multiplier coming into picture. Everyday is an exciting one at Multiplier right now because we are figuring out a real problem in the market and building a first-of-its-kind product around it. We are looking for smart and talented people who will add on to our collective energy and share the same excitement in making Multiplier a big deal

WFO: All 5 Days

Job Overview

We are looking for a Customer Success Manager (CSM) Manager to lead a pooled CSM model supporting our SSB (Small & Scaled Business) customer segment. This role is responsible for managing a team of CSMs who deliver a low-touch, tech- and support-assisted success motion, while still driving strong customer outcomes, adoption, and retention.

You will design and run a scalable success model where Support is the primary engagement channel, but CSM strategy, lifecycle ownership, and proactive interventions ensure customers continue to realize value from the platform.

What Youll Do

Pooled CSM Model Leadership

• Lead and manage a team of CSMs operating in a pooled coverage model for SSB customers.
• Define and optimize a low-touch CSM motion that scales across a large customer base without sacrificing outcomes.
• Balance support-led interactions with proactive CSM engagement at key lifecycle moments.

Customer Lifecycle & Success Motion

• Own the success strategy for onboarding, adoption, renewals, and risk management for the SSB segment.
• Design structured, repeatable touchpoints such as tech-touch campaigns, QBR-lite motions, and automated health checks.
• Ensure customers receive value primarily through support, in-product guidance, and self-serve resources, with CSM intervention where needed.

Support & Cross-Functional Alignment

• Partner closely with Customer Support leaders to ensure seamless handoffs, escalation paths, and consistent customer experience.
• Align with Product and Operations teams to surface trends preventing adoption or driving support volume.
• Act as the escalation owner for high-risk or high-impact SSB accounts.

Team Management & Enablement

• Coach, mentor, and develop CSMs to operate effectively in a pooled, data-driven environment.
• Set clear goals, KPIs, and performance expectations focused on scale and efficiency.
• Build playbooks and best practices for low-touch customer success.

Metrics & Outcomes

• Own success metrics for the SSB segment including gross retention, churn, product adoption, health scores, and support-driven CSAT.
• Use data to identify at-risk cohorts and trigger proactive success motions.

What Youll Bring

• 10+ years of experience in Customer Success, Account Management, or Support-led Success within a SaaS environment.
• 23+ years of experience managing CSMs, ideally within a pooled or scaled customer model.
• Strong understanding of low-touch / tech-touch customer success frameworks.
• Experience working closely with Support teams as the primary engagement channel.
• Ability to design scalable processes, playbooks, and lifecycle journeys.
• Data-driven mindset with hands-on experience using health scores, automation, and success metrics.
• Excellent communication and stakeholder management skills.

What Success Looks Like

• Efficient pooled CSM coverage with clear segmentation and playbooks.
• High retention and adoption in the SSB segment despite low-touch engagement.
• Strong collaboration between Support and Customer Success teams.
• Proactive risk identification with minimal reactive firefighting.