Multiplier · 1 month ago
Sr Manager, Enterprise Customer Success
New York, New York, United States
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expMultiplier Technologies is a global HCM SaaS platform redefining how companies manage and support distributed teams. The Sr Manager of Enterprise Customer Success will lead and develop the regional Customer Success team, focusing on building scalable processes, coaching leaders, and solving complex customer problems to drive adoption, retention, and growth.
ComplianceEmploymentHuman ResourcesSaaSSoftware
Responsibilities
Build and scale processes
Design, implement, and continuously improve customer success processes across onboarding, adoption, renewal, and expansion
Standardize playbooks, workflows, and handoffs between CS and cross-functional partners (Sales, Implementation, Support, Payroll, Product, Finance)
Use data to identify bottlenecks, simplify complex workflows, and reduce customer effort
Lead, mentor, and grow an Enterprise CSM team; provide regular 1:1s, feedback, and coaching
Define what “good” looks like for CSM performance, including expectations for account coverage, customer engagement, and commercial outcomes
Build clear career paths and promotion criteria, fostering a culture of accountability, learning, and collaboration
Act as an escalation point for complex, high-value customers, partnering cross-functionally to resolve issues and remove root causes
Champion the voice of the customer in internal forums, informed by data, feedback, and frontline observations
Drive a customer-first mindset across internal teams, reinforcing the impact of accuracy, timeliness, and transparency on customer trust
Own regional retention and expansion outcomes, establishing clear targets and operating rhythms (QBRs, EBRs, renewal reviews)
Monitor health, risk, and opportunity signals across the Enterprise portfolio; ensure CSMs have playbooks for rescue, renewal, and expansion
Partner with Sales and RevOps on forecasting, account planning, and growth strategies for key segments
Define and track core CS metrics (GRR, NRR, logo churn, product adoption, time-to-value, SLA adherence
Implement governance forums (weekly reviews, monthly business reviews) to align on priorities, unblock issues, and drive continuous improvement
Collaborate with Enablement to ensure CSMs have the tools, training, and knowledge they need to be effective in the EOR/Global Payroll space
Qualification
Required
Proven experience leading and developing Customer Success teams and managers, ideally in a high-growth, B2B SaaS environment
At least 10 years of experience in customer success/service roles, with a minimum of 5 years in Global Payroll, EOR, or adjacent domains
Strong leadership, coaching, and communication skills, and comfortable giving and receiving direct, constructive feedback
Data-driven and use metrics to diagnose issues, set priorities, and focus the team on what matters most
Ability to explain complex concepts simply, effective with both written and verbal communication across time zones and cultures
Enjoy working collaboratively and cross-functionally, and perform well under pressure in a fast-paced, rapidly changing environment
Hands-on, positive, and resilient, thriving in a high-growth startup environment where building is part of the job
Comfortable with a 70:30 time split between customer-facing work (strategic customers, escalations, executive alignment) and internal leadership, process, and coaching responsibilities
Track record of reducing customer effort and implementing governance and process improvements that enhance the overall customer experience
Preferred
Love solving problems for customers and known for taking a structured, calm, and outcome-focused approach
Process-obsessed: can see the customer journey end-to-end, identify gaps, and design scalable workflows that stick
Benefits
Competitive benefits, recognition programs, and career development opportunities.
Attractive ESOPs, giving you a stake in the company’s success.
Comprehensive health insurance coverage for you and your family’s well-being.
Generous holiday policy.
Company
Multiplier
Multiplier is a leading global employment platform that manages employment, payroll & compliance for International Teams
201-500 employees
H1B Sponsorship
Multiplier has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$77.2MKey Investors
Peak XV PartnersSurge
2022-03-08Series B· $60M
2021-11-01Series A· $13.2M
2021-07-14Seed· $4M
Leadership Team
Sagar Khatri
Co-Founder and CEO
Vamsi Krishna
Co-Founder, MD Global HR Compliance & Advisory
Recent News
2025-10-17
Company data provided by crunchbase