Customer Success Manager, Multiplier Experience

About the Role

We are looking for a committed Customer Success Manager to oversee the Multiplier experience for a varied client base. You will serve as the main contact for designated clients, guaranteeing they experience high-quality support throughout their tenure. As a key player, you will manage the progression from the implementation phase to long-term support, ensuring the health and prosperity of your accounts. You will work alongside colleagues in Sales, Product, Operations, and Support to provide a consistent service level and increase satisfaction within a dynamic setting. This position suits someone who excels at building relationships and is dedicated to supporting the expansion and loyalty of businesses in Australia. You will contribute to our client retention and service standards while operating within a stable, international firm.

Requirements

• You need a minimum of three years of experience in account management, customer success, or a similar field dealing directly with clients.
• You must have hands-on experience with the Multiplier platform.
• You should be able to expertly navigate the processes for customer onboarding, retention, and renewals.
• You need strong stakeholder management capabilities and the capacity to function autonomously in a remote work capacity.
• You must possess superior written and verbal communication abilities, coupled with strong organizational skills and attention to detail.
• You are required to be proficient in using Monday.com CRM and reporting tools to manage data and performance metrics.
• You need prior experience supporting Australian businesses and must be prepared to work during Australian business hours.
• You should be skilled at navigating difficult escalations and managing accounts that are at risk.

Responsibilities

• You will build and sustain lasting connections with a specific group of clients.
• You will manage customer onboarding to ensure an efficient move into ongoing support and act as the principal contact for all questions.
• You will watch over account health, engagement, and satisfaction levels to spot churn risks and resolve issues promptly.
• You will conduct routine check-ins to confirm client needs are satisfied while encouraging better product usage and user experience.
• You will manage escalations with professionalism and keep precise logs of all client interactions within CRM software.
• You will document and report on performance indicators and convert client input into useful data for internal departments to keep our services aligned with user requirements.

Benefits & Perks

• You will receive a competitive salary that reflects your experience and capabilities.
• You will be based in a fully remote role located in the Philippines, with the flexibility to observe local holidays synced with the Australian business calendar.
• You will have access to continuous career development and professional training opportunities within a collaborative team environment, working directly without agency intermediaries.
• You will be part of a secure and expanding company offering long-term professional prospects.