The Role
Part-time Customer Success Manager responsible for onboarding new SaaS customers, managing the support inbox, running demos and onboarding calls, creating documentation, and producing instructional video content to improve customer experience and product adoption.
Summary Generated by Built In
Multiplier is an identity governance and security tool used by leading organizations worldwide.
We're a fully remote, sustainably run and profitable startup that's just turned 3 years old!
As our first Customer Success Manager, you will be responsible for helping to onboard new customers as well as managing and responding to support requests.
You’ll play a key role in ensuring our customers have a great experience with our product and our team. This position combines elements of support, customer success, and sales, making it a key customer-facing role on our team.
This is a part-time contractor position (approximately 20 hours/week).
What you’ll be doing
- Reactive support: managing the support inbox
- Proactive support: reaching out to customers to help them improve their Multiplier setup
- Handling calls: demos, onboarding, strategy, etc.
- Writing documentation to address common user challenges
- Recording video content like instructional videos and product demos
Key skills
- Previous experience in a customer support/success role in a SaaS company.
- Native-level fluency in English
- Very comfortable on calls and video
- A scrappy mentality — you wear many hats and are willing to get your hands dirty.
- Technical curiosity or experience — interested in becoming an expert in a specialized product for technical teams.
Schedule
This is a part-time contractor position (approximately 20 hours/week), with the potential to go full-time.
The schedule is very flexible. We’d like you to check the support inbox daily, but you can distribute the rest of the work as you feel necessary. All of the team members respect the asynchronous style of communication.
You don’t have to open up your entire calendar for the calls, only a few convenient blocks 2-3 times per week.
Timezone
The team is 100% remote.
Amaresh, who will be working with you most closely, is based in Australia. Many of the customers are based in the US.
The ideal candidate will have a few hours of overlap with US business hours.
Perks
- 100% remote work environment
- Flexible hours
- 4 weeks of paid vacation per year
- Team-first, sensible working environment
Skills Required
- Previous experience in a customer support or customer success role at a SaaS company
- Native-level fluency in English
- Comfortable conducting calls and video meetings (demos, onboarding, strategy)
- Ability to manage a support inbox and respond to support requests daily
- Experience writing user documentation to address common challenges
- Experience recording instructional videos and product demos
- Technical curiosity or technical experience with products used by technical teams
- Scrappy, flexible mentality; able to wear many hats in a startup environment
- Availability for a few convenient time blocks 2-3 times per week with some overlap with US business hours
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The Company
What We Do
Multiplier builds a Jira-native Identity Governance & Access Management (IGA) product that automates access requests, provisioning and least-privilege controls inside Jira Service Management. It integrates with major identity providers to enable just-in-time and time-restricted access, streamline access reviews, and automate onboarding/offboarding workflows—reducing manual provisioning, improving security posture, and supporting audit and compliance processes for enterprise teams.
