Customer Success Manager
We are looking for a Customer Success Manager to lead customer onboarding, implementation, and ongoing success at Mulltiply.
About Mulltiply
Mulltiply is building an AI-powered commerce platform that helps businesses manage customer conversations, orders, inventory, payments, and business workflows through WhatsApp.
Our goal is simple: help businesses use AI without forcing them to change the way they already work.
Role Overview
We are looking for a Customer Success Manager to lead customer onboarding, implementation, and ongoing success at Mulltiply.
You will manage and coach a team of Customer Success Specialists while staying close to customers and their businesses. You’ll be responsible for getting customers live with accurate data and tested workflows, helping them adopt the platform after launch, and improving how we deliver customer success as we grow.
This is a hands-on management role. You’ll work closely with customers, operations, product, and engineering to solve problems and take ownership of customer outcomes.
Key Responsibilities
- Own the onboarding journey from signup to go-live across multiple customers.
- Guide your team in understanding each customer’s products, pricing, customers, ordering process, and operational workflows.
- Ensure product catalogs, customer masters, pricing, inventory, and other onboarding data are complete and accurate.
- Oversee platform configuration and coordinate with internal teams to resolve setup issues.
- Set clear onboarding plans, responsibilities, timelines, and customer expectations.
- Establish a consistent process for testing each customer’s setup before launch.
- Ensure the team validates realistic WhatsApp conversations, ordering flows, pricing, inventory, invoices, payments, and other configured workflows.
- Review critical issues, prioritize resolution with product and engineering, and verify fixes.
- Decide when a customer is ready to go live and make sure their team knows how to use the platform.
- Guide customer training and help business owners and their teams make Mulltiply part of their daily operations.
- Monitor customer usage after launch and identify accounts that need attention.
- Work with your team to address adoption gaps, recurring questions, and operational difficulties.
- Build strong relationships with customers and handle important escalations with clear communication and follow-through.
- Lead, coach, and support Customer Success Specialists in their day-to-day work.
- Help the team prioritize accounts, maintain accurate customer notes, and close pending actions.
- Review the quality of onboarding, testing, training, and customer communication.
- Create practical processes and resources that help the team deliver a consistent experience as the customer base grows.
- Identify patterns in customer issues, onboarding delays, and product feedback.
- Translate recurring problems into clear inputs for product and engineering.
- Work across teams to improve workflows, reduce repeated issues, and make onboarding more effective.
What We Are Looking For
- 4–7 years of experience in customer success, onboarding, implementation, account management, or business operations, preferably in a B2B software or SaaS company.
- At least 1 year of experience managing a team or leading customer onboarding across multiple accounts.
- A bachelor’s degree in any discipline. A background in business, commerce, or technology is helpful; strong relevant experience is equally valued.
- Strong communication skills in Hindi and English, including confidence speaking with business owners and senior customer stakeholders.
- Good working knowledge of Excel or Google Sheets and the ability to review business data for gaps and inconsistencies.
- The ability to understand business processes and translate them into platform setup, testing plans, and customer training.
- Experience managing timelines, resolving escalations, and coordinating with product and engineering teams.
- A hands-on approach, attention to detail, and strong ownership of customer outcomes.
Good to Have
- Experience working with B2B businesses, distributors, wholesalers, retailers, or FMCG businesses.
- Exposure to ERP or accounting software such as Tally, Marg, Busy, or similar platforms.
- Experience with CRM, WhatsApp Business, SaaS implementation, or software integrations.
- Experience building onboarding processes, training materials, or customer success reporting.
What Success Looks Like
A successful Customer Success Manager at Mulltiply will:
- Get customers live with accurate data, tested workflows, and clear training.
- Help the team manage onboarding timelines and keep customers informed.
- Improve customer adoption and address problems before they become recurring escalations.
- Build a capable team that takes ownership and follows through.
- Reduce repeated onboarding issues by improving processes and sharing actionable feedback with product and engineering.
- Build lasting customer relationships based on trust and measurable value from Mulltiply.
Why Join Mulltiply
You’ll have the opportunity to build a customer success function around a product that solves real operational problems for businesses.
You’ll work directly with customers, shape how the team delivers onboarding and support, and influence the product through what you learn in the field. As Mulltiply grows, you’ll have meaningful ownership of both the customer experience and the team behind it.