About the roleYou'll own a scaled book of partner-referred accounts, most of them smaller customers that haven't had a named Customer Success Manager before. The job is to give every one of them a real point of contact and a consistent experience, and to keep them growing with Multiplier, at a scale that one-to-one coverage can't reach.
You'll own retention outcomes for your whole book, decide where to spend time, and use one-to-many programs, account health data and automation to cover the rest. You'll coordinate across teams, step in when an issue puts an account at risk, and spot problems early.
What you'll do- Own retention and renewals for a scaled book of accounts, and be the named Multiplier contact for each.
- Sort your book by health and revenue so the accounts at risk or with growth potential get one-to-one time, and everyone else gets a consistent scaled experience.
- Run one-to-many programs: onboarding check-ins, email campaigns, office hours and webinars that drive adoption across the platform.
- Watch usage, offboarding, billing and support signals, and act on risk before the customer raises it.
- Coordinate payroll, benefits, invoicing and compliance issues with Support, Payroll, Benefits, Finance and Legal, and keep the customer updated until each one is closed.
- Work with our Partnerships team and Sales on shared accounts, and pass expansion opportunities to Account Management.
- Help shape how this motion works: playbooks, templates, health criteria and the tooling that lets one CSM cover a scaled book well.
What success looks likeFirst 90 days- Every account in your book has met you, knows how to reach you and knows how to get help.
- You know the health, risks and open issues of each account and have a plan for the ones at risk.
- You've launched at least one scaled program with the team, such as an onboarding sequence or a recurring office hours session.
First year - Your book meets the team's gross and net revenue retention targets.
- Most churn risk is caught by our signals before the customer escalates.
- Our partner and the Sales pod see this team as the reason partner customers stay and grow.
- The playbooks you helped build are the standard for scaled coverage at Multiplier.
What you bring- 3+ years in a customer-facing B2B SaaS role, such as Customer Success, Account Management or Implementation, with direct ownership of retention or renewals.
- Experience running a large book (50+ accounts) and deciding where your time goes using data rather than instinct.
- Comfort with payroll, benefits, HR or compliance topics, and with customers who are stressed when their employees' pay or coverage is wrong.
- A track record of resolving issues across internal teams you don't manage.
- Clear, concise writing. Much of this role happens over email and in scaled communications.
- Working knowledge of a CRM (Salesforce or similar) and an interest in using automation and AI tools to do more with less.
- Comfort building something new: this pod and its playbooks don't exist yet.
If you are a highly motivated and results-oriented professional with a passion for driving revenue growth in the HR Tech industry, we would love to hear from you.
What We Offer:- High-impact role with the chance to play a key role in a rapidly growing company.
- Full autonomy in your role, with the flexibility to work in a hybrid environment.
- Work with a passionate, energetic, and diverse team.
- Competitive benefits, recognition programs, and career development opportunities.
- Comprehensive health insurance coverage for you and your family's well-being.
- Generous holiday policy.
- A company that genuinely invests in your professional success.
