{"id":2904139,"url":"https://alion.io/job/multiplier-support-manager-csm","title":"Support Manager, CSM","company":{"id":175391,"name":"Multiplier","domain":"usemultiplier.com","url":"https://alion.io/company/multiplier","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Kula","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":36000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-19T07:23:32Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-23T05:59:23Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale.\nMultiplier 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.\nMultiplier 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.\nWe’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.\nJob Overview\nWe are looking for a Customer Success Manager (CSM) Manager to lead a pooled CSM model supporting our SSB (Small & Scaled Business) customer segment. This role is responsible for managing a team of CSMs who deliver a low-touch, tech- and support-assisted success motion, while still driving strong customer outcomes, adoption, and retention.\nYou will design and run a scalable success model where Support is the primary engagement channel, but CSM strategy, lifecycle ownership, and proactive interventions ensure customers continue to realize value from the platform.\nWhat You’ll Do\nPooled CSM Model Leadership\nLead and manage a team of CSMs operating in a pooled coverage model for SSB customers.\n\nDefine and optimize a low-touch CSM motion that scales across a large customer base without sacrificing outcomes.\n\nBalance support-led interactions with proactive CSM engagement at key lifecycle moments.\n\nCustomer Lifecycle & Success Motion\nOwn the success strategy for onboarding, adoption, renewals, and risk management for the SSB segment.\n\nDesign structured, repeatable touchpoints such as tech-touch campaigns, QBR-lite motions, and automated health checks.\n\nEnsure customers receive value primarily through support, in-product guidance, and self-serve resources, with CSM intervention where needed.\n\nSupport & Cross-Functional Alignment\nPartner closely with Customer Support leaders to ensure seamless handoffs, escalation paths, and consistent customer experience.\n\nAlign with Product and Operations teams to surface trends preventing adoption or driving support volume.\n\nAct as the escalation owner for high-risk or high-impact SSB accounts.\n\nTeam Management & Enablement\nCoach, mentor, and develop CSMs to operate effectively in a pooled, data-driven environment.\n\nSet clear goals, KPIs, and performance expectations focused on scale and efficiency.\n\nBuild playbooks and best practices for low-touch customer success.\n\nMetrics & Outcomes\nOwn success metrics for the SSB segment including gross retention, churn, product adoption, health scores, and support-driven CSAT.\n\nUse data to identify at-risk cohorts and trigger proactive success motions.\n\nWhat You’ll Bring\n7-10+ years of experience in Customer Success, Account Management, or Support-led Success within a SaaS environment.\n\n2-3+ years of experience managing CSMs, ideally within a pooled or scaled customer model.\n\nStrong understanding of low-touch / tech-touch customer success frameworks.\n\nExperience working closely with Support teams as the primary engagement channel.\n\nAbility to design scalable processes, playbooks, and lifecycle journeys.\n\nData-driven mindset with hands-on experience using health scores, automation, and success metrics.\n\nExcellent communication and stakeholder management skills.\n\nWhat Success Looks Like\nEfficient pooled CSM coverage with clear segmentation and playbooks.\n\nHigh retention and adoption in the SSB segment despite low-touch engagement.\n\nStrong collaboration between Support and Customer Success teams.\n\nProactive risk identification with minimal reactive firefighting.\n\nWhat We Offer:\nHigh-impact role with the chance to play a key role in a rapidly growing company.\n\nWork with a passionate, energetic, and diverse team.\n\nCompetitive benefits, recognition programs, and career development opportunities.\n\nComprehensive health insurance coverage for you and your family’s well-being.\n\nGenerous holiday policy.\n\nA company that genuinely invests in your professional success.\n\nEqual Employment Opportunity\nMultiplier is an equal opportunity employer: we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status","description_format":"text","description_chars":4794,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance","Insurance coverage"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-20T07:23:32Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":36,"reasons":["conf:4","velocity","win:early"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/multiplier-support-manager-csm","json_url":"https://alion.io/job/multiplier-support-manager-csm.json","meta":{"generated_at":"2026-10-23T06:15:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10195,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":175391},"rest":"https://alion.io/mcp/rest/get_company?id=175391"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmultiplier-support-manager-csm"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmultiplier-support-manager-csm"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmultiplier-support-manager-csm"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/multiplier-support-manager-csm\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmultiplier-support-manager-csm"}]}