Customer Success Manager – Pooled Model

Job Description

Customer Success Manager, Commercial | Multiplier

The Tone:
This is a full-time role at Multiplier, a company focused on optimizing customer success for a large portfolio of commercial clients, particularly SSB (Small and Medium Business) customers, through an efficient and support-assisted success motion. The platform aims to deliver value at scale using a low-touch model. This position is absolutely critical for driving significant customer outcomes, fostering high platform adoption, and ensuring robust retention across a substantial customer base. The role achieves these objectives by proactively engaging customers at pivotal lifecycle moments, interpreting diverse data signals for insights, and leveraging highly structured playbooks alongside tech-enabled strategies, moving away from traditional fixed account ownership models.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, Bengaluru, Karnataka, India
• Mission: Drive customer outcomes, adoption, and retention at scale for a large portfolio of SSB and scaled customers through a low-touch, support-assisted success motion.

What You’ll Actually Do
• Scaled Customer Success Delivery: Drive comprehensive adoption, ensure value realization, and secure high retention rates across a pooled set of SSB customers by skillfully executing a low-touch, tech-enabled Customer Success Manager (CSM) motion, leveraging structured playbooks and predefined lifecycle journeys.
• Proactive Lifecycle Management: Proactively engage with customers at critical junctures such as during onboarding, throughout early usage phases, when identifying potential risk signals, and during the renewal process, while consistently managing customer health through data, usage insights, and support interactions to run proactive recovery motions.
• Support-Led Engagement & Intervention: Work in close, collaborative partnership with the Customer Support team, which serves as the primary customer interaction channel; this involves actively monitoring support signals, trends, and escalations to identify adoption blockers or churn risks, and stepping in for CSM-led interventions when customers require strategic guidance beyond routine support.
• Cross-Functional Collaboration: Partner effectively with internal Product, Support, and Operations teams to proactively surface recurring customer issues, identify opportunities for improvement, and contribute to the creation of scalable playbooks, enhanced in-product guidance, and robust self-serve resources.
• Resource Development & Enablement: Actively contribute to building and meticulously maintaining essential customer-facing and internal documentation, including comprehensive FAQs, best practices, and success guides, alongside sharing valuable feedback to continuously improve existing processes, tooling, and automation capabilities.

The Must-Haves
• Background: A professional bringing 3–6+ years of experience in Customer Success, Account Management, or Support-led roles, specifically within a dynamic SaaS environment, demonstrating a strong foundational understanding of customer lifecycle management and robust adoption frameworks.
• Experience: Proven hands-on experience working effectively within scaled, pooled, or low-touch customer models, adept at managing success across a large and diverse portfolio of accounts without the typical fixed book of named accounts.
• Skills: Possesses a strong ability to meticulously analyze data and signals to effectively prioritize proactive customer engagement, coupled with excellent communication skills to guide customers efficiently and clearly, alongside comfort working closely and collaboratively with Support teams, and exhibiting an organized, self-driven, and process-oriented approach to work.