Customer and Operations Lead

Kia ora! I’m Lauren, the founder of Multitudes, and I’m writing this job description because the person in this role will be working closely with me.

At Multitudes, we're on a mission to help every team be equitable and high-performing, starting with software engineering teams. Our AI-enabled product turns metrics into action - catching where work is blocked, who's not getting enough support, and what's working best with AI, then nudging teams to act.

Our commitment to being human-centered goes beyond our product. We conduct academic research on topics like AI impact, engineering productivity, and feedback quality, and we apply the same rigour to how we operate. See our data ethics principles for one example of how we put this into practice!

Our customers are among the best software engineering teams in the world - from Culture Amp in Australia, Veho in the US, Clara in Latin America, Quick Release in the UK, and more. We also have great backers from raising >$4M across two rounds - including Blackbird Ventures, Ellen Pao (of Reddit, Project Include), Jon Williams and Doug English (co-founders of Culture Amp), Vaughan Fergusson (founder of Vend, now Lightspeed), and more. Across our customers and our investors, we’ve always been discerning - life is too short to work with jerks.

We're at an exciting inflection point: our product has become a need-to-have for teams navigating the AI transition, and we have proven go-to-market strategies plus a clear line of sight to our next milestone. You can help us get there.

About the opportunity:

This is a generalist role with one underlying focus - making life better for our team and our customers. You'll work closely with me on everything from customer support to product marketing, sales events to account management. We’re a lean team so each person’s work is incredibly important.

This is also a great learning opportunity for someone who wants to build software with AI. You don't need deep analytics or coding experience, but you do have a solid analytics foundation and eagerness to learn. Our data scientists and engineers are smart and generous teachers, so you'll have support as you dig into the codebase to answer customer questions and fix issues.

Ultimately, you're the person who makes sure our team and customers feel supported. You can juggle multiple balls and know which ones can't be dropped. You're detail-oriented - honoring customer commitments and getting the data right - but also strategic, knowing when something's good enough to move on. And you're relentlessly focused on building better systems, spotting patterns and proactively fixing them.

Every week looks different, but your role will include:

(1) Product-led customer success

This is not customer success as you’ve seen it before - we have an analytical product and a technical audience (software engineers), so good customer success here comes from deep product understanding.

You'll:

Respond to customer questions, triage their importance, think strategically about what documentation or product changes might be needed - then make them.

Learn our codebase (using AI tooling like Claude Code) to answer more customer questions independently, and eventually make code changes yourself.

Set up and analyze PostHog metrics to see what's working and where customers get stuck.

(2) Operations

You’ll lead everything from our regular operations responsibilities and ad hoc work all the way to building better systems. This part of the role includes:

Improving and automating our systems - top priorities right now are customer support triage and monthly metrics reporting.

Managing supplier relationships (pen testers, accountants) and watching our spend across service providers and software tooling.

Proactively jumping in on anything else that I or the team need help with!

(3) Go-to-market - from sales to insight-led marketing

At Multitudes, sales and marketing mean sharing insights, not selling. You'll help current and potential customers keep up with fast-moving AI adoption. You'll:

Lead product launches alongside me - testing messaging, writing content, working with our designer on images, updating docs, and then implementing across Hubspot, LinkedIn, and Slack.

Doing the logistics, planning, and outreach for our international sales roadshows (a series of dinners in different cities).

Analyse our data to find new insights to share with our customers and sales leads. This includes writing case studies of customer wins.

Managing key trial and customer accounts - we run a human-led onboarding so you’ll check setup and help coach customers on how to use the data

Throughout all the above, you’ll also live our values, which are the foundation of all that we do.

Reasons you might not want this role

At Multitudes, we believe in transparency - it’s a core part of our product development ethos and also how we operate as a company. As part of that commitment, let me tell you some reasons now that you might not want to take this role - so you know what you would be signing up for!

Some chaos: We’re a startup - so if you like clean systems, fixed routines, or knowing exactly what each day holds, this isn't for you. We need to adapt quickly when incidents or new information come up. The challenge is to prioritize well - to know what interruptions are worth doing - while still making time for the bigger work that has to be done around the changes.

Lots of hats, and doing things you’ve never done before: If you don't like feeling like a beginner sometimes, this isn't for you. If you get excited by learning, it's a perk.

You’ll often have to figure it out: We have a generous, caring team - but we’re also all overloaded. Success means being resourceful - searching for answers or finding people in your network who can help.

Not a 9-to-5: As a lean team with a global customer base, questions and meetings span mornings (Americas) to evenings (Europe), with NZ and Aus in between - and Americas' Friday lands on our Saturday, which is often a busy day for customer activity. We support flexible work as much as we can, but a customer issue does mean we need to adjust plans.

You’ll have to think big and work small: You'll move between strategic systems thinking and tedious detail work - the trick is spotting themes worth automating while knowing where a human touch is still needed.

In your application, add a sentence telling me which of these “unselling” items you’re actually the most excited about and why.

Core Skills

You bring:

Eagerness to learn about software engineering practices and using AI to build software

Resourceful and proactive - you’re comfortable figuring things out and will jump in without being asked to solve a problem

First principles thinking - rather than drawing from one playbook, you look at the challenge at hand and think about what’s needed. You work from hypotheses and test them to figure out what works.

Experience with owning customer relationships

Humility - no task is too small

Detail-orientation, including knowing which details matter

Comfort with spreadsheets and data analysis/insights

Comfort with writing - since you’ll be doing case studies, documentation, launch messaging, and more.

Experience with some of our tools (and willingness to learn the rest): Linear, Slack, Hubspot, Stripe, PostHog, Webflow, Google Analytics, Claude Code, and more.

What we provide

Opportunity to be part of an impact-led, fast-paced startup.

A close-knit team - pastries and treats in the office are a regular occurrence

Hybrid work options

Commitment to diversity, equity, and inclusion - both in how we work as a team and in our product development practices (see our data ethics principles for more).

$149.5K total compensation ($130K cash, $19.5K equity) - note that this and the role are geared towards someone with 5+ years of experience

$500 annual Learning and Development budget and access to AI tools to help you succeed (you can even choose which one; we give each person a budget to allocate as they like).

$1,000 one-off allowance for your home office setup.

We are committed to building a diverse and inclusive team; we cannot succeed in our mission without it. To that end, people from marginalised groups are particularly encouraged to apply.

Note that this is a full-time role based in Auckland, New Zealand.