Customer Success Manager, Partner Accounts

Multiplier provides a global employment platform for hiring, managing, and paying talent across countries. The Customer Success Manager, Partner Accounts owns retention and renewals for a scaled book of partner-referred accounts, using one-to-many programs, account health data, and cross-functional coordination to support customer growth.

Responsibilities:

• 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

Requirements:

• 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
• 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