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Senior Manager

2 weeks ago

Pune, Maharashtra, India Multiplier Full time ₹ 20,00,000 - ₹ 25,00,000 per year

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 Manager
s, 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 organizatio

**n.

What you'll**

  • do:Lead and scale a team of Customer Success Manag
    ers across the EMEA region, setting clear goals, providing coaching, and fostering a high-performance, customer-first cultu
  • re.Define and tra
    ck KPIs, customer health metrics, and success framewo
    rks to drive accountability and ensure consistent delivery of val
  • ue.Develop and execute customer success strategies that enhance satisfaction, retention, and grow
  • th.Collaborate with cross-functional teams (Sales, Marketing, Product, and Operations) to align on customer needs, improve processes, and maximize impa
  • ct.Build and maintain strong relationships with key customer stakeholders, ensuring long-term partnerships and advoca
  • cy.Analyze customer data and trends to identify risks, opportunities, and areas for expansi
  • on.Design and implement scalab
    le onboarding and offboarding proces
    ses to deliver seamless customer experienc
  • es.Drive revenue growth by identifying upsell and cross-sell opportunities in partnership with Sal
  • es.Stay ahead of industry trends and best practices to continuously elevate customer success initiativ

es.You'll be successful

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

th.What are we looking f

  • or?Mandatory experience in t
    he Global Payroll and EOR indus
  • tryMinimum 10+ years
    of customer-facing experie
    nce (ideally within B2B SaaS or
  • HR)Minimum 7+ years in
    a Customer Success / Account Management r
  • oleMinimum 4+ years of experience in
    a People Management r
    ole, with a proven track record
  • in:Building and scaling high-performing customer success te
  • amsCoaching, mentoring, and developing talent to achieve their full potent
  • ialDriving performance management through clear KPIs, success metrics, and regular feedb
  • ackFostering a collaborative, inclusive, and growth-oriented team cult
  • ureAt least 2 of the last 3 years consistent
    ly overachieving goals and targ
  • et
    sA people-first, growth-oriented mind
    set with the ability to inspire and influe
  • nceStrong stakeholder management skills with proven experience aligning team goals to broader business objecti
  • vesAbility to work independently, solve problems proactively, and collaborate effectiv
  • elyStrong comprehension
    of value-based sa
    les and customer lifecycle managem
  • entDiscipline
    in account planning, forecasting, and quota attainm
  • entComfortable working in t
    he UK sh

ift