About Multiplier
At Multiplier, we're pioneering the future of global employment. Our platform empowers companies to hire and manage talent anywhere in the world while simplifying compliance, payroll, and benefits. Backed by Sequoia, DST, and Tiger Global, we're transforming how companies scale globally.
About the Role
At Multiplier, we are transforming how companies scale globally. We are looking for a CS Ops Manager on our BizOps team to lead our customer health and retention engine.
You will own Forecasting, Capacity Planning, Targets/Compensation and the CS Ops engine to ensure our global customer base thrives and grows. You will be the bridge between the GTM Systems & Analytics teams (who builds the data & system infrastructure) and the Customer Success Leadership (who drives the action). This role is about setting up the operational rigor needed to maximize Retention, Expansion, and Advocacy.
What You'll Do
- Compensation & Incentive Planning: Partner with CS Leadership and Finance to model, track, and iterate on variable compensation plans for all levels. You will ensure incentive structures are mathematically sound and aligned with company goals.
- Forward-Looking Capacity & Segmentation: Own the holistic capacity model. You will analyze customer complexity and segmentation strategy to tell the business who to hire and where, ensuring we scale proactively.
- Retention Forecasting & Health Framework: Manage the weekly forecasting rhythm. You will iterate on the Customer Health Frameworkintegrating additional product and engagement datato move the company from reactive reporting to proactive predictability.
- Salesforce Reporting & Tech Stack Partnership: Act as the primary owner for CS visibility. Advanced Salesforce reporting and dashboarding are a must. You will partner with GTM Systems to ensure health scores and workflows are correctly architected to reflect business needs.
- Lead SOPs & Accountability: Design and maintain the Standard Operating Procedures (SOPs) for the customer lifecycle. You will hold teams accountable to these processes, ensuring the Single Source of Truth results in unified action across the globe.
What You'll Bring
- 35 years in CS Operations, Revenue Operations, or Management Consulting in a B2B SaaS environment.
- Salesforce Power-User: You must have deep experience building complex reports and dashboards in SFDC.
- Analytical Rigor: Expert-level Excel/Google Sheets skills for capacity modeling and what-if financial scenarios.
- Process Architect: A natural ability to document workflows and create SOPs that people actually follow.
- Collaborative Influence: The ability to work with technical data teams while speaking the language of business leaders.
- SQL/BI Knowledge (Bonus): While Excel is great, experience with SQL or BI tools (Tableau) would be a major plus for a company at Multiplier's scale.
What We Offer
- Strategic Influence: Direct impact on Multiplier's most critical metric: Net Revenue Retention.
- High Visibility: A seat at the table for high-stakes planning cycles and GTM strategy sessions.
- Autonomy to Build: The freedom to design BizOps processes from the ground up in a well-funded, fast-moving startup.
- Mission-Driven Growth: Competitive compensation and the chance to shape the future of global work.
