Support Manager CSM

Multiplier; Pune District; On-site; INR 3,000,000 - 4,500,000; Full time

Benefits offered by this job

Competitive benefits

Health insurance

Generous holidays

Job summary

Multiplier is hiring a Customer Success Manager (CSM) Manager to lead a pooled CSM model for the SSB segment. You will build a scalable, low-touch, tech-enabled success motion with strong outcomes, adoption, and retention.

You’ll align with Support, Product, and Operations to drive risk management, health checks, and proactive interventions, while coaching a team of CSMs for scale and efficiency.

Qualifications

• 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 within 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.
• Data-driven mindset with hands-on experience using health scores, automation, and success metrics.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead and manage a team of CSMs operating in a pooled coverage model for SSB customers.
• Define and optimize a low-touch CSM motion that scales across a large customer base without sacrificing outcomes.
• Balance support-led interactions with proactive CSM engagement at key lifecycle moments.
• Own the success strategy for onboarding, adoption, renewals, and risk management for the SSB segment.
• Design structured, repeatable touchpoints such as tech-touch campaigns, QBR-lite motions, and automated health checks.
• Ensure customers receive value primarily through support, in-product guidance, and self-serve resources, with CSM intervention where needed.
• Partner closely with Customer Support leaders to ensure seamless handoffs, escalation paths, and consistent customer experience.
• Align with Product and Operations teams to surface trends preventing adoption or driving support volume.
• Act as the escalation owner for high-risk or high-impact SSB accounts.
• Coach, mentor, and develop CSMs to operate effectively in a pooled, data-driven environment.
• Set clear goals, KPIs, and performance expectations focused on scale and efficiency.
• Build playbooks and best practices for low-touch customer success.
• Own success metrics for the SSB segment including gross retention, churn, product adoption, health scores, and support-driven CSAT.
• Use data to identify at-risk cohorts and trigger proactive success motions.

Job description

Job Description:

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.

Job Overview

We are looking for a Customer Success Manager (CSM) Manager to lead a pooled CSM model supporting our SSB (Small & Scaled Business) customer segment. This role is responsible for managing a team of CSMs who deliver a low-touch, tech- and support-assisted success motion, while still driving strong customer outcomes, adoption, and retention.

You will design and run a scalable success model where Support is the primary engagement channel, but CSM strategy, lifecycle ownership, and proactive interventions ensure customers continue to realize value from the platform.

What You’ll Do

Pooled CSM Model Leadership

• Lead and manage a team of CSMs operating in a pooled coverage model for SSB customers.
• Define and optimize a low-touch CSM motion that scales across a large customer base without sacrificing outcomes.
• Balance support-led interactions with proactive CSM engagement at key lifecycle moments.

Customer Lifecycle & Success Motion

• Own the success strategy for onboarding, adoption, renewals, and risk management for the SSB segment.
• Design structured, repeatable touchpoints such as tech-touch campaigns, QBR-lite motions, and automated health checks.
• Ensure customers receive value primarily through support, in-product guidance, and self-serve resources, with CSM intervention where needed.

Support & Cross-Functional Alignment

• Partner closely with Customer Support leaders to ensure seamless handoffs, escalation paths, and consistent customer experience.
• Align with Product and Operations teams to surface trends preventing adoption or driving support volume.
• Act as the escalation owner for high-risk or high-impact SSB accounts.

Team Management & Enablement

• Coach, mentor, and develop CSMs to operate effectively in a pooled, data-driven environment.
• Set clear goals, KPIs, and performance expectations focused on scale and efficiency.
• Build playbooks and best practices for low-touch customer success.

Metrics & Outcomes

• Own success metrics for the SSB segment including gross retention, churn, product adoption, health scores, and support-driven CSAT.
• Use data to identify at‑risk cohorts and trigger proactive success motions.

What You’ll Bring

• 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 within 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.
• Data‑driven mindset with hands‑on experience using health scores, automation, and success metrics.
• Excellent communication and stakeholder management skills.

What Success Looks Like

• Efficient pooled CSM coverage with clear segmentation and playbooks.
• High retention and adoption in the SSB segment despite low‑touch engagement.
• Strong collaboration between Support and Customer Success teams.
• Proactive risk identification with minimal reactive firefighting.

What We Offer

• High‑impact role with the chance to play a key role in a rapidly growing company.
• 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.

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

Requirements: