Senior Manager, Customer Success

About us:
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?
The
Senior Manager, Customer Success (EMEA)
will play a pivotal role in driving customer satisfaction, retention, and growth across the EMEA region. This individual will be responsible for developing and implementing strategies to enhance customer experiences, ensuring seamless onboarding, and fostering long-term relationships.

Reporting directly to the Head of Customer Success, the Senior Manager will
lead and scale a team of Customer Success Managers
, setting clear goals, providing ongoing coaching, and ensuring high performance. This leader will also collaborate closely with cross-functional teams to align on customer needs, improve processes, and drive consistent value delivery.

This is a high-impact opportunity for a candidate who is passionate about building strong teams, shaping customer success strategies, and enabling growth for both customers and the organization.

What you'll do:

• Lead and scale a team of Customer Success Managers across the EMEA region, setting clear goals, providing coaching, and fostering a high-performance, customer-first culture.
• Define and track KPIs, customer health metrics, and success frameworks to drive accountability and ensure consistent delivery of value.
• Develop and execute customer success strategies that enhance satisfaction, retention, and growth.
• Collaborate with cross-functional teams (Sales, Marketing, Product, and Operations) to align on customer needs, improve processes, and maximize impact.
• Build and maintain strong relationships with key customer stakeholders, ensuring long-term partnerships and advocacy.
• Analyze customer data and trends to identify risks, opportunities, and areas for expansion.
• Design and implement scalable onboarding and offboarding processes to deliver seamless customer experiences.
• Drive revenue growth by identifying upsell and cross-sell opportunities in partnership with Sales.
• Stay ahead of industry trends and best practices to continuously elevate customer success initiatives.

You'll be successful if:

• Develop and execute customer success strategies to drive customer satisfaction, retention, and growth across the EMEA region.
• Lead a team of customer success managers, providing guidance, coaching, and development opportunities to ensure high-performing teams.
• Collaborate with cross-functional teams, including sales, marketing, and product, to ensure alignment and effective customer engagement.
• Develop and maintain strong relationships with key customer stakeholders, ensuring their needs are met and exceeded.
• Analyze customer data and trends to inform business decisions, identifying opportunities for growth and expansion.
• Develop and implement customer onboarding and offboarding processes to ensure seamless customer experiences.
• Develop and manage customer success reports, dashboards, and other metrics to track customer health and success.
• Identify and develop new business opportunities, working closely with sales teams to drive revenue growth and expansion.
• Stay up-to-date with industry trends and best practices, applying that knowledge to drive customer success and growth.

What are we looking for?

• Mandatory experience in the Global Payroll and EOR industry
• Minimum 10+ years of customer-facing experience (ideally within B2B SaaS or HR)
• Minimum 7+ years in a Customer Success / Account Management role

• Minimum 4+ years of experience in a People Management role, with a proven track record in:

• Building and scaling high-performing customer success teams

• Coaching, mentoring, and developing talent to achieve their full potential
• Driving performance management through clear KPIs, success metrics, and regular feedback

• Fostering a collaborative, inclusive, and growth-oriented team culture

• At least 2 of the last 3 years consistently overachieving goals and targets

• A people-first, growth-oriented mindset with the ability to inspire and influence
• Strong stakeholder management skills with proven experience aligning team goals to broader business objectives
• Ability to work independently, solve problems proactively, and collaborate effectively
• Strong comprehension of value-based sales and customer lifecycle management
• Discipline in account planning, forecasting, and quota attainment
• Comfortable working in the UK shift