Customer Success Manager - EMEA

usemultiplier.com; Delhi; On-site; INR 800,000 - 1,200,000; Full time

Job summary

usemultiplier.com is seeking a Customer Success Manager - EMEA to build trusted relationships with named accounts and drive retention and growth. You will consult with clients to design solutions that meet talent and business objectives and collaborate with Sales, Product, and Operations to deliver exceptional outcomes.

Reporting to the EMEA Manager, you will work across cross-functional teams to drive satisfaction, uncover growth opportunities, and contribute to the product roadmap.

Qualifications

• 2-4 years of customer-facing experience in B2B SaaS or HR to understand the complexities of our industry and develop the necessary skills to drive customer success.
• 1-2 years in a Customer success/Account Management role to have a deep understanding of customer needs and develop effective strategies to meet those needs.
• 2 of the last 3 years overachieving goals and targets, demonstrating a proven track record of success in driving customer satisfaction and growth.
• A people-first and growth mindset to prioritize customer needs and continuously develop your skills.
• An affinity to work in a fast-growth business, with the ability to adapt quickly to change.
• The ability to work independently, problem-solve proactively, and collaborate effectively with cross-functional stakeholders.
• Comprehension of value-based sales to develop effective strategies to drive customer satisfaction and growth.
• Discipline in Account Planning, Forecasting and Quota Attainment to prioritize customer needs and drive business results.
• Experience in building and nurturing customer relationships, ensuring to meet customer and business goals.
• Excellent communication and writing skills to explain complex topics clearly to stakeholders.
• Organized, detail-oriented, with the ability to prioritize and perform well under pressure.
• Positive attitude, self-motivated, and resilient in a high-growth startup environment.
• Previous experience in customer success/service, HR SaaS, or remote work.

Responsibilities

• You will be responsible for building trusted relationships with our named accounts through consultative solutioning and driving satisfaction, retention, and growth.
• Partner with internal teams to deliver the best customer experience and identify growth opportunities within your portfolio.
• Be the voice of customers to the Product team, synthesize feedback, and help shape the product roadmap.
• Drive customer satisfaction and growth while contributing to the product roadmap and cross-functional collaboration.
• Be customer-obsessed, communicate effectively with stakeholders, and stay on top of a larger book of accounts.
• Stay organized and detail-oriented, prioritizing tasks and managing multiple accounts under pressure.
• Maintain a positive, self-motivated, resilient approach in a fast-growth start-up environment.
• Leverage remote-work experience to contribute to the product roadmap and customer success initiatives.
• Working hours: CET 9am to 6pm.
• Should be based in India.

Skills

Customer-facing experience

Customer success/Account Mgmt

Track record of overachieving

People-first mindset

Growth mindset

Independent working

Value-based sales

Forecasting & quota attainment

Relationship building

Communication & writing

Organization & detail-orientation

Positive attitude

Job description

About Job

As a Customer Success Manager - EMEA, you will play a vital role in building strong, outcome-based relationships with our named accounts in EMEA region. This will enable them to expand their international footprint and grow revenues from those accounts moving forward. You will be responsible for understanding their unique business needs and designing solutions to meet those needs through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier.

Reporting to the EMEA Manager, you will work closely with your peers and cross-functional stakeholders to drive customer satisfaction, retention, and growth, while also contributing to the development of our product roadmap. Process, creativity, curiosity, and tenacity will be critical to our success in this role. You will be responsible for building trusted relationships with our named accounts, ensuring they achieve their objectives, and driving customer satisfaction and growth.

Skills & Qualification

• 2-4 years of customer-facing experience in B2B SaaS or HR to understand the complexities of our industry and develop the necessary skills to drive customer success. This experience will enable you to develop effective strategies to meet customer needs and drive customer satisfaction and growth.

• 1-2 years in a Customer success/Account Management role to have a deep understanding of customer needs and develop effective strategies to meet those needs. This will also enable you to identify opportunities to upsell and cross-sell, drive business results, and contribute to the development of our product roadmap.

• 2 of the last 3 years overachieving goals and targets, demonstrating a proven track record of success in driving customer satisfaction and growth. This will enable you to contribute to the development of our product roadmap and drive customer satisfaction and growth.

• A people-first and growth mindset to prioritize customer needs and continuously develop your skills and knowledge to drive success. This will enable you to build trusted relationships with our named accounts and drive customer satisfaction and growth.

• An affinity to work (thrive!) as an employee within a fast-growth business, and an incredibly explosive sector, with the ability to adapt quickly to change. This will enable you to stay on top of a larger book of customers and drive customer satisfaction and growth.

• The ability to work independently, problem-solve proactively, and collaborate effectively with cross-functional stakeholders to drive customer success. This will enable you to contribute to the development of our product roadmap and drive customer satisfaction and growth.

• Comprehension of value-based sales to develop effective strategies to drive customer satisfaction and growth. This will enable you to identify opportunities to upsell and cross-sell, drive business results, and contribute to the development of our product roadmap.

• Discipline in Account Planning, Forecasting and Quota Attainment to prioritize customer needs and drive business results. This will enable you to stay on top of a larger book of customers and drive customer satisfaction and growth.

• Experience in building and nurturing customer relationships, ensuring to meet customer and business goals. This will enable you to build trusted relationships with our named accounts and drive customer satisfaction and growth.

• Excellent communication and writing skills to explain complex topics in easy and concise language. This will enable you to communicate effectively with cross-functional stakeholders and contribute to the development of our product roadmap.

• Organized, detail-oriented, with the ability to prioritize and perform well under pressure. This will enable you to stay on top of a larger book of customers and drive customer satisfaction and growth.

• Positive attitude, self-motivated, and resilient, adapting easily to change in our high-growth start-up environment. This will enable you to stay on top of a larger book of customers and drive customer satisfaction and growth.

• Previous experience in customer success/service, a background at a HR SaaS company, or experience in working remotely. This will enable you to contribute to the development of our product roadmap and drive customer satisfaction and growth.

Responsibilities

• You will be responsible for building trusted relationships with our named accounts through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier. You will work closely with internal teams, including Sales, Product, Operations, and Engineering, to deliver the best customer experience and drive growth and retention.

• You will partner closely with internal teams to deliver the best customer experience and drive growth and retention. You will also be responsible for identifying growth opportunities within your portfolio and developing strategies to capitalize on those opportunities.

• You will be the voice of our customers to our Product team, synthesizing feedback received and offering informed opinions and solutions, to help shape our product roadmap. You will also be responsible for understanding the needs of our customers across industries and tiers, and designing solutions to meet those unique business needs.

• You will be responsible for driving customer satisfaction and growth, while also contributing to the development of our product roadmap. You will work closely with your peers and cross-functional stakeholders to drive customer satisfaction, retention, and growth.

• You will be successful if you are customer-obsessed, always putting our customers first and being there for them every step of the way. You will also be responsible for communicating effective with cross-functional stakeholders and contributing to the development of our product roadmap.

• You will be organized, detail-oriented, with the ability to prioritize and perform well under pressure. You will also be responsible for staying on top of a larger book of customers and driving customer satisfaction and growth.

• You will be positive, self-motivated, and resilient, adapting easily to change in our high-growth start-up environment. You will also be responsible for staying on top of a larger book of customers and driving customer satisfaction and growth.

• Previous experience in customer success/service, a background at a HR SaaS company, or experience in working remotely will be an asset. You will be responsible for contributing to the development of our product roadmap and driving customer satisfaction and growth.

• Working hours: CET 9am to 6pm

• Should be based in India