Customer Success Manager APAC - Shanghai based

Multiplier Technologies Private Limited; United States; Remote; USD 45,000 - 81,000; Full time

Job summary

Multiplier Technologies Private Limited is scaling its Customer Success team from Shanghai to support global accounts. You will nurture relationships, drive adoption, and partner with Sales, Product, and Operations to deliver outstanding experiences for clients leveraging our HR tech platform.

Applicants should bring proven customer success or account management experience, strong communication skills, and comfort working remotely in a fast-growing startup.

Qualifications

• Demonstrated ability to build trusted relationships with named accounts.
• Experience in customer success or account management.
• Excellent written and verbal communication skills.
• Comfort with remote work and fast-growth startup environments.
• Background in HR SaaS is a plus.

Responsibilities

• Build trusted relationships with named accounts and help customers achieve business objectives with Multiplier.
• Monitor product adoption and share best practices to drive engagement.
• Collaborate with Sales, Product, Operations and Engineering to optimize customer experience.
• Represent customer feedback to Product to influence the roadmap.
• Identify and design solutions for diverse customer needs across industries.
• Spot growth opportunities within the portfolio.

Skills

Relationship building

Customer success

Communication

Remote work experience

HR SaaS background

Job description

What do we do? 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? Our CSMs are responsible for building strong, outcome-based relationships with our named accounts, enabling them to expand their international footprint and grow revenues from those accounts moving forward. As a CSM, you’ll be reporting to the Regional Head - CX and working closely with your peers and cross-functional stakeholders. Process, creativity, curiosity and tenacity will be critical to our/your success in this role.

What you’ll do:

• Build trusted relationships with our named accounts through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier

• Actively monitor adoption of our products/services, provide industry knowledge and best practices to drive engagement

• Partner closely with internal teams, including Sales, Product, Operations and Engineering, to deliver the best customer experience to drive growth and retention

• 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

• Understand the needs of our customers across industries and tiers, and design solutions to meet those unique business needs

• Identifying growth opportunities within your portfolio

You’ll be successful if:

• You are customer obsessed, always putting our customers first and being there for them every step of the way

• You are experienced in building and nurturing customer relationships, ensuring to meet customer and business goals

• You are able to explain complex topics in easy and concise language and have excellent communication and writing skills

• You are organized, detail-oriented, are able to prioritize and perform well under pressure, helping you to stay on top of a larger book of customers

• You have a positive attitude, are self-motivated and resilient, adapting easily to change in our high-growth start up environment

• Previous experience of working in customer success/service, a background at a HR SaaS company or experience in working remotely are all a plus!

What are we looking for?

• Min 2 to 3 years in a Customer Success/ Account Management role

• Based in Shanghai, China.

• Min 2 of the last 3 years overachieving goals and targets

• A people-first person with growth mindset

• An affinity to work (thrive!) as a remote employee, within a fast-growth business, and an incredibly explosive sector

• The ability to work independently, problem-solve proactively, and collaborate effectively

• Comprehension of value-based sales

• Discipline in Account Planning, Forecasting, and Quota Attainment

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. Equal Employment Opportunity Multiplier is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Please note that this job description is a general overview and responsibilities may evolve as the company grows and adapts to changing market conditions.