Director, Customer Success

About us:

The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale.

Multiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we’re creating a level playing field where businesses and individuals – (like you) – can compete, grow, and succeed, regardless of geography.

Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams. Our unified employment platform, complete with world-class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity.  

We’re backed by some of the best in the business, (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded enthusiasts to join our team. The future is borderless. Let’s build it together.

What’s the opportunity?

This opportunity is for an individual who thrives on building and maintaining a strong Customer Success team. As the Director of Customer Success, you will be responsible for leading and managing the customer success team and ensuring the success of our customers by driving adoption, retention and growth. You will work closely with the sales, product, and engineering teams to ensure customer satisfaction and success.

What you'll do:

• Implement a customer success strategy that aligns with the company's overall goals and objectives
• Lead a customer success team, including hiring, training, and mentoring team members
• Strategize distribution of work based on the clients’ requirements
• Work closely with our customers and internal cross-functional teams to ensure the
  best customer experience is delivered continuously
• Monitor and communicate our product/ services adoption metrics to provide
  customers with insight and drive their engagement
• Communicate timely and effectively with our customers across all available channels
  to reactively and proactively resolve issues
• Provide customer feedback by highlighting common and upcoming market
  requirements and identifying common trends and needs
• Prevent churn by improving customer health, driving satisfaction and delivering value
  that matters

What are we looking for?

• Love working with customers and demonstrate customer-centric behaviours' like the ability to solve problems and build storing relationships
• Have proven experience in leading and managing a customer success team
• Have strong leadership, communication, interpersonal skills, strong analytical and problem-solving skills
• Can explain complex topics in easy and concise language, and have excellent communication and writing skills
• Like working collaboratively, are able to prioritize and perform well under pressure
• Have at least 15 years of experience working in customer success/service; a extensive background in Global Payroll is mandatory (minimum 5 years of Global Payroll Experience)
• Have a positive attitude and love learning, are self-motivated, resilient and adapt easily to change in our high-growth start-up environment
• 70:30 ratio of time distribution, where 70% of your time will be spent in customer interactions
• Ability to execute strong governance for enhancing customer experience
• Innovate & Implement ideas that reduce Customer Effort

What We Offer:

• High-impact role with the chance to play a key role in a rapidly growing company.
• Full autonomy in your role, along with the freedom to work in a hybrid model.
• Work with a passionate, energetic, and diverse team.
• Competitive benefits, recognition programs, and career development opportunities.
• Attractive ESOPs, giving you a stake in the company’s success.
• Comprehensive health insurance coverage for you and your family’s well-being.
• Generous holiday policy.
• A company that genuinely invests in your professional success.

Equal Employment Opportunity

Multiplier is an equal opportunity employer: we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.