Multiplier

3 days ago

Support Manager, CSM

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead a pooled Customer Success Manager (CSM) model for the SSB (Small & Scaled Business) segment, where support is the primary engagement channel. You’ll manage and enable CSMs, design low-touch/tech-touch lifecycle motions (onboarding, adoption, renewals, and risk management), and partner with Support, Product, and Operations. Own success metrics like retention, churn, adoption, health scores, and support-driven CSAT, using data to trigger proactive interventions.

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead and manage a team of CSMs in a pooled coverage model for SSB customers.
•Define and optimize a scalable low-touch CSM motion that balances support-led interactions with proactive CSM engagement.
•Own success strategy for onboarding, adoption, renewals, and risk management for the SSB segment.
•Design repeatable touchpoints (e.g., tech-touch campaigns, QBR-lite motions, automated health checks) and ensure value via support and self-serve resources with CSM intervention when needed.
•Partner with Support, Product, and Operations; act as escalation owner for high-risk SSB accounts and drive outcomes using success metrics and data to identify at-risk cohorts.

Pay and Benefits

Perks:Health InsuranceHoliday Policy

Key Requirements

•7–10+ years of experience in Customer Success, Account Management, or support-led success within a SaaS environment.
•2–3+ years of experience managing CSMs, ideally in 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 using data (e.g., health scores, automation, success metrics).

Experience:7+ yearsSaaS

Skills:CommunicationStakeholder managementData-driven mindsetLeadershipMentorship

Tech Stack:Health scoresAutomation

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: 4.3

Website LinkedIn Glassdoor

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Multiplier

3 days ago

Support Manager, CSM

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead and manage a team of CSMs in a pooled coverage model for SSB customers.
•Define and optimize a scalable low-touch CSM motion that balances support-led interactions with proactive CSM engagement.
•Own success strategy for onboarding, adoption, renewals, and risk management for the SSB segment.
•Design repeatable touchpoints (e.g., tech-touch campaigns, QBR-lite motions, automated health checks) and ensure value via support and self-serve resources with CSM intervention when needed.
•Partner with Support, Product, and Operations; act as escalation owner for high-risk SSB accounts and drive outcomes using success metrics and data to identify at-risk cohorts.

Pay and Benefits

Perks:Health InsuranceHoliday Policy

Key Requirements

•7–10+ years of experience in Customer Success, Account Management, or support-led success within a SaaS environment.
•2–3+ years of experience managing CSMs, ideally in 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 using data (e.g., health scores, automation, success metrics).

Experience:7+ yearsSaaS

Skills:CommunicationStakeholder managementData-driven mindsetLeadershipMentorship

Tech Stack:Health scoresAutomation

Company Brief

Multiplier

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: 4.3

Website LinkedIn Glassdoor