Support Manager, CSM

Multiplier
Pune
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 7+ yearsSkills: ["Communication","Stakeholder management","Data-driven mindset","Leadership","Mentorship"]

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.

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FursaFursa
Multiplier
Multiplier
1 month ago

Support Manager, CSM

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

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
Glassdoor: 4.3
WebsiteLinkedInGlassdoor