Part-time Customer Success Manager responsible for onboarding new SaaS customers, managing the support inbox, running demos and onboarding calls, creating documentation, and producing instructional video content to improve customer experience and product adoption.
Multiplier is an identity governance and security tool used by leading organizations worldwide.
We're a fully remote, sustainably run and profitable startup that's just turned 3 years old!
As our first Customer Success Manager, you will be responsible for helping to onboard new customers as well as managing and responding to support requests.
You’ll play a key role in ensuring our customers have a great experience with our product and our team. This position combines elements of support, customer success, and sales, making it a key customer-facing role on our team.
This is a part-time contractor position (approximately 20 hours/week).
What you’ll be doing
- Reactive support: managing the support inbox
- Proactive support: reaching out to customers to help them improve their Multiplier setup
- Handling calls: demos, onboarding, strategy, etc.
- Writing documentation to address common user challenges
- Recording video content like instructional videos and product demos
Key skills
- Previous experience in a customer support/success role in a SaaS company.
- Native-level fluency in English
- Very comfortable on calls and video
- A scrappy mentality — you wear many hats and are willing to get your hands dirty.
- Technical curiosity or experience — interested in becoming an expert in a specialized product for technical teams.
Schedule
This is a part-time contractor position (approximately 20 hours/week), with the potential to go full-time.
The schedule is very flexible. We’d like you to check the support inbox daily, but you can distribute the rest of the work as you feel necessary. All of the team members respect the asynchronous style of communication.
You don’t have to open up your entire calendar for the calls, only a few convenient blocks 2-3 times per week.
Timezone
The team is 100% remote.
Amaresh, who will be working with you most closely, is based in Australia. Many of the customers are based in the US.
The ideal candidate will have a few hours of overlap with US business hours.
Perks
- 100% remote work environment
- Flexible hours
- 4 weeks of paid vacation per year
- Team-first, sensible working environment
Similar Jobs
Artificial Intelligence • Big Data • Healthtech • Software • Biotech
Own and expand customer relationships across the Western United States for a cloud-based healthcare genomics platform. Drive adoption, usage, and account growth within hospitals, laboratories, and healthcare organizations; identify expansion opportunities; navigate complex stakeholder groups; provide account support; and partner with sales teams on customer meetings and commercial development. The field-based role requires approximately 30–40% territory travel.
Top Skills:
Artificial IntelligenceCloud-Native PlatformsSophia Ddm Platform
Information Technology • Internet of Things • Mobile • On-Demand • Software
Owns outcomes, value realization, adoption, retention, renewals, and expansion for strategic enterprise customers. Develops success plans, leads onboarding and QBRs, identifies risks, and coordinates Sales, Delivery, Operations, Consulting, Support, and Engineering. Leads executive customer discussions, resolves cross-functional issues, strengthens advocacy, and contributes to Customer Success playbooks, processes, and engagement models. Mentors team members and helps scale Customer Success programs.
Top Skills:
AWSGCPHybrid CloudAzureSaaSVMware
Information Technology • Internet of Things • Mobile • On-Demand • Software
Owns outcomes, value realization, adoption, retention, renewals, and expansion for strategic enterprise customers. Develops success plans, leads QBRs and executive discussions, coordinates Sales, Delivery, Operations, Consulting, Support, and Engineering, mitigates customer risks, and identifies expansion opportunities. The role also contributes to Customer Success playbooks, process improvements, engagement models, and team mentoring in complex B2B technology and managed-services environments.
Top Skills:
AWSGCPAzureVMware
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
