CSM, Commercial

Multiplier
Pune
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Communication","Organization","Self-driven","Process-oriented","Data analysis"]

Own customer outcomes for a pooled book of scaled SSB customers using a low-touch, support-assisted customer success motion. Drive onboarding, adoption, value realization, and retention through lifecycle journeys and structured playbooks, proactively engaging at onboarding, early usage, risk signals, and renewals. Partner closely with Customer Support, Product, and Operations to monitor support signals, manage customer health with data/usage insights, and create scalable documentation and self-serve resources.

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FursaFursa
Multiplier
Multiplier
1 month ago

CSM, Commercial

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Own customer outcomes for a pooled book of scaled SSB customers using a low-touch, support-assisted customer success motion. Drive onboarding, adoption, value realization, and retention through lifecycle journeys and structured playbooks, proactively engaging at onboarding, early usage, risk signals, and renewals. Partner closely with Customer Support, Product, and Operations to monitor support signals, manage customer health with data/usage insights, and create scalable documentation and self-serve resources.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Support a pooled set of SSB customers through a low-touch, tech-enabled CSM motion.
  • •Drive adoption, value realization, and retention using structured playbooks and lifecycle journeys.
  • •Proactively engage customers at key moments including onboarding, early usage, risk signals, and renewals.
  • •Work closely with Customer Support as the primary interaction channel and monitor support signals, trends, and escalations.
  • •Execute onboarding/adoption check-ins and QBR-lite engagements, manage customer health with data and usage insights, and run proactive recovery motions.

Key Requirements

  • •3–6+ years of experience in Customer Success, Account Management, or Support-led roles within a SaaS environment.
  • •Experience working with scaled, pooled, or low-touch customer models.
  • •Strong understanding of customer lifecycle management and adoption frameworks.
  • •Ability to analyze data and signals to prioritize proactive engagement.
  • •Excellent communication skills and ability to guide customers efficiently and clearly.
Experience:3+ yearsSaaS
Skills:CommunicationOrganizationSelf-drivenProcess-orientedData analysis

Company Brief

Multiplier
Provides a Global Human Platform (EOR, global payroll, contractor management and HRIS) that enables companies to hire, onboard, manage and pay teams in 150+ countries while ensuring local compliance and payroll processing.
Industry: HR Tech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 5M to 10M
Growth: Growth Stage Startup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: New York, United States
Founded: 2020
Glassdoor
Glassdoor: 4.3
WebsiteLinkedInGlassdoor