Customer Success Manager - APAC

A BIT ABOUT US

We’re at the forefront of one of the most exciting evolutions of our generation - remote employment. No longer do employers have to hire according to geography, and no longer do employees have to worry about proximity to work and daily commutes. Today, companies can hire the best talent they can find, anywhere in the world. But they need employment solutions to help them streamline the processes…

We are Multiplier! Our global (digital) employment platform empowers companies to build and manage a distributed workforce while tackling the complexities of local labour laws, employee contracting, payroll, benefits and taxes. It’s a game changer!

We’re on a mission to impact economies of scale and disrupt the incumbents within the employer of record (EOR) space. We’re Series B funded and backed by some of the best in the game (i.e. Sequoia and Tiger Global), led by domain-level experts, scaling massively, and seeking brilliant like minded enthusiasts to join our team.

A BIT ABOUT THE OPPORTUNITY

We have built a vibrant and loyal customer base across different industries, sectors and geographies. Our business has grown 10x in 2022 and will grow again 3x in 2023, and we are in the process of building a world-class customer experience org to help us get there. Our CSMs are responsible for building strong, outcome-based relationships with our named accounts, enabling them to expand their international footprint and grow revenues from those accounts moving forward.

As a CSM, you’ll be reporting to the Regional Head - CX and working closely with your peers and cross-functional stakeholders. Process, creativity, curiosity and tenacity will be critical to our/your success in this role.

What you'll do:

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

You’ll be successful if:

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
Previous experience of working in customer success/service, a background at a HR SaaS company or experience in working remotely are all a plus!

What you'll bring:

Min 1 to 3 years of Customer facing experience (ideally within B2B SaaS or HR)
- Min 2 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

What we’ll provide for you:

Ability to work remotely
Ability to contribute to this business at a high level
Autonomy within your role
Working with a compassionate, energetic, inspired, ambitious, global, and diverse team
Opportunity to grow within a fast-growth business
Competitive benefits, compensation, and culture of recognition
A commitment to positively impact your career