Customer Success Manager
About The Position
About Multiply Multiply Mortgage is an AI-native mortgage company. We pair experienced, local mortgage advisors on our team with groundbreaking technology to deliver a better customer experience. Through our company partnerships channel, we partner directly with companies to offer mortgages as an employee benefit — with exceptional rates, concierge service, and modern software. Our team previously built consumer tech products at Uber, Square, DoorDash, and Google and we are bringing the customer experience we love from these products to mortgage origination. We’re committed to building technology that enhances, rather than replaces, experienced mortgage loan originators. A mortgage is the largest financial transaction of most Americans’ lives—they deserve an expert advisor to guide them through the process, and technology that makes the experience smoother. Multiply Mortgage is backed by Kleiner Perkins and A, as well as founders and executives from Ramp, Plaid, Figma, DoorDash, Notion, Instacart, Faire, Flexport, Niantic, Rippling, Iterable, Lattice, Newfront, and more. The Role Multiply is hiring a Customer Success Manager to own the post-sale experience for our employer partners. This role is responsible for launching the Multiply Mortgage benefit, driving employee engagement and utilization, and building trusted, long-term relationships with HR, People, and Benefits teams. You’ll sit at the intersection of implementation, optimization, and relationship management—ensuring that each partner launch is smooth, that employees understand and use the benefit, and that Multiply consistently delivers measurable value. This is a high-ownership role with real influence over retention, expansion, and how we scale customer success as a function. If you’re excited about benefits, financial wellness, and helping companies roll out meaningful programs that employees actually use, this role is for you.
Requirements
- 3+ years of experience in Customer Success, Account Management, Implementation, or a similar client-facing role
- Experience selling into or managing relationships with HR, People, Benefits, or Finance teams
- Strong project management skills—you can juggle multiple launches and stakeholders without things slipping
- Comfort owning outcomes, not just tasks; you’re accountable for adoption, utilization, and customer satisfaction
- Clear, confident communicator, both written and verbal, with the ability to explain complex concepts simply
- Highly organized, detail-oriented, and proactive in identifying risks and opportunities
- Interest in fintech, benefits, or financial wellness, and helping employees make better long-term financial decisions
Nice To Haves
- Experience with benefits platforms, brokers, PEOs, or channel-driven partnerships
- Early-stage startup experience where processes were built from scratch
- Familiarity with launching or managing employee benefits
Responsibilities
- Own implementation and launch of the Multiply Mortgage benefit for new employer partners, serving as the primary post-sale point of contact
- Partner closely with HR, People, and Benefits teams to plan launches, align on goals, and ensure smooth internal rollouts
- Help drive employee engagement, utilization, and conversion by optimizing launch strategies, communications, webinars, and ongoing campaigns
- Work with the GTM team to monitor performance post-launch, identify opportunities to improve conversion and adoption, and proactively recommend optimizations
- Manage ongoing partner relationships, including regular check-ins, performance reviews, and strategic planning conversations
- Act as the voice of the customer—surfacing feedback, insights, and patterns to inform product improvements and GTM strategy
- Help define and scale repeatable customer success playbooks, implementation processes, and best practices as the company grows
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
