Job type: Full Time - Department: Customer Success - Work type: Remote
London, England, United Kingdom
Job Title: Director, Customer Success
Location: EMEA Region (Remote-Friendly)
Department: Customer Success
Reports to: Chief Customer Officer
About Multiplier TechnologiesMultiplier Technologies is a global HCM SaaS platform redefining how companies manage and support distributed teams. We simplify the complexities of global employment, payroll, and compliance-empowering our customers to scale quickly and compliantly across borders.
Position OverviewThis opportunity is for an individual who thrives on building scalable processes, coaching leaders and CSMs, and solving complex customer problems end-to end.
As the Director of Customer Success for EMEA, you will be responsible for leading and developing the regional CS team, designing and refining processes that strengthen the customer journey, and ensuring we deliver consistent, high quality experiences that drive adoption, retention, and growth.
You will partner closely with Sales, Support, Product, Payroll, and Operations to:
Build and scale processes
Design, implement, and continuously improve customer success processes across onboarding, adoption, renewal, and expansion.
Standardize playbooks, workflows, and handoffs between CS and cross functional partners (Sales, Implementation, Support, Payroll, Product, Finance).
Use data to identify bottlenecks, simplify complex workflows, and reduce customer effort.
Coach and develop CSMs and CS leaders
Lead, mentor, and grow an EMEA CSM team and frontline managers; provide regular 1:1s, feedback, and coaching.
Define what "good" looks like for CSM performance, including expectations for account coverage, customer engagement, and commercial outcomes.
Build clear career paths and promotion criteria, fostering a culture of accountability, learning, and collaboration.
Solve for the customer, end to end
Act as an escalation point for complex, high value customers, partnering cross functionally to resolve issues and remove root causes.
Champion the voice of the customer in internal forums, informed by data, feedback, and frontline observations.
Drive a customer first mindset across internal teams, reinforcing the impact of accuracy, timeliness, and transparency on customer trust.
Drive adoption, retention, and growth
Own regional retention and expansion outcomes, establishing clear targets and operating rhythms (QBRs, EBRs, renewal reviews).
Monitor health, risk, and opportunity signals across the EMEA portfolio; ensure CSMs have playbooks for rescue, renewal, and expansion.
Partner with Sales and RevOps on forecasting, account planning, and growth strategies for key segments.
Operational rigor & governance
Define and track core CS metrics (GRR, NRR, logo churn, product adoption, time to value, SLA adherence) for EMEA.
Implement governance forums (weekly reviews, monthly business reviews) to align on priorities, unblock issues, and drive continuous improvement.
Collaborate with Enablement to ensure CSMs and managers have the tools, training, and knowledge they need to be effective in the EOR/Global Payroll space.
What we're looking forYou love solving problems for customers and are known for taking a structured, calm, and outcome focused approach.
You have proven experience leading and developing Customer Success teams and managers, ideally in a high growth, B2B SaaS environment.
You are process obsessed: you can see the customer journey end to end, identify gaps, and design scalable workflows that stick.
You have strong leadership, coaching, and communication skills, and you are comfortable giving and receiving direct, constructive feedback.
You're data driven and use metrics to diagnose issues, set priorities, and focus the team on what matters most.
You can explain complex concepts simply, and you're effective with both written and verbal communication across time zones and cultures.
You enjoy working collaboratively and cross functionally, and you perform well under pressure in a fast paced, rapidly changing environment.
You have at least 10 years of experience in customer success/service roles, with a minimum of 5 years in Global Payroll, EOR, or adjacent domains.
You are hands on, positive, and resilient, and you thrive in a high growth startup environment where building is part of the job.
You're comfortable with a 70:30 time split between customer facing work (strategic customers, escalations, executive alignment) and internal leadership, process, and coaching responsibilities.
You have a track record of reducing customer effort and implementing governance and process improvements that enhance the overall customer experience.
What We OfferA high impact role with the chance to shape the future of Customer Success in a rapidly growing company.
Full autonomy in your role, along with the freedom to work in a hybrid model.
The opportunity to work with a passionate, energetic, and diverse global team.
Competitive benefits, recognition programs, and career development opportunities.
Attractive ESOPs, giving you a stake in the company's success.
Comprehensive health insurance coverage for you and your family's well being.
Generous holiday policy.
A company that genuinely invests in your professional success.
Multiplier 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.