Customer Success Manager, Partner Accounts

Multiplier Technologies Private Limited•São Paulo, New York

21h•Hybrid

About The Position

Multiplier is hiring a Customer Success Manager to own a scaled book of partner-referred accounts, primarily smaller customers who have not previously had a named Customer Success Manager. The role provides each customer with a consistent point of contact and experience while supporting retention and growth through scaled coverage. The CSM owns retention outcomes for the account book, prioritizes direct engagement based on account health and revenue, and uses one-to-many programs, account health data, and automation to serve customers effectively. The role coordinates with internal teams to resolve customer issues, intervenes when accounts are at risk, and identifies potential problems early. The position also helps establish the playbooks, templates, health criteria, and tools for scaled customer coverage. Success includes ensuring every account knows its contact and how to get help, maintaining a clear view of account health and risks, launching scaled programs, meeting gross and net revenue retention targets, and helping make the team's playbooks a standard for scaled coverage.

Requirements

At least 3 years in a customer-facing B2B SaaS role, such as Customer Success, Account Management, or Implementation, with direct ownership of retention or renewals.
Experience managing a large book of 50 or more accounts and using data to prioritize time.
Comfort with payroll, benefits, HR, or compliance topics and supporting customers dealing with pay or coverage problems.
Track record of resolving issues across internal teams that the role does not manage.
Clear, concise writing skills for email and scaled communications.
Working knowledge of a CRM such as Salesforce or similar.
Comfort building a new function and developing playbooks that do not yet exist.

Nice To Haves

Interest in using automation and AI tools to do more with less.

Responsibilities

Own retention and renewals for a scaled book of accounts and serve as the named Multiplier contact for each account.
Prioritize accounts using health and revenue data, providing one-to-one support where risk or growth potential warrants it and scaled coverage to other accounts.
Run one-to-many programs such as onboarding check-ins, email campaigns, office hours, and webinars to drive platform adoption.
Monitor usage, offboarding, billing, and support signals and act on risks before customers raise them.
Coordinate payroll, benefits, invoicing, and compliance issues with Support, Payroll, Benefits, Finance, and Legal, keeping customers updated until issues are resolved.
Work with Partnerships and Sales on shared accounts and refer expansion opportunities to Account Management.
Help develop playbooks, templates, health criteria, and tooling for scaled customer coverage.
Ensure accounts know their CSM contact and how to get help, and maintain account health, risk, and issue plans.
Contribute to gross and net revenue retention outcomes and help make scaled-coverage playbooks standard.