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 Specialist who will work closely with customers from the time they sign up until they are successfully live on Mulltiply.
This is a hands-on role involving customer onboarding, understanding business processes, preparing and validating data, configuring the platform, testing workflows, training users, and supporting customers after go-live.
You will act as the bridge between the customer, operations, product, and engineering teams.
Key Responsibilities
Customer Onboarding & Implementation
Understand the customer’s business, products, customers, ordering process, pricing, and operational workflows.
Collect and organize customer data required for onboarding.
Help prepare product catalogs, customer masters, pricing, inventory, and other relevant data.
Configure customer accounts and workflows on the Mulltiply platform.
Coordinate with internal teams to ensure smooth implementation.
Testing & Go-Live
Test the customer setup thoroughly before launch.
Validate WhatsApp conversations, ordering flows, pricing, inventory, invoices, payments, and other configured workflows.
Identify issues and coordinate with the product or engineering team for resolution.
Ensure customers are ready and confident before going live.
Customer Training
Train customers and their teams on how to use Mulltiply.
Explain features in a simple and practical manner.
Help customers adopt the platform in their day-to-day operations.
Post Go-Live Support
Act as the first point of contact for customer queries and operational issues.
Monitor customer usage and identify customers who may need additional support.
Help customers resolve issues quickly and ensure they continue using the platform successfully.
Proactively follow up with customers to improve adoption and engagement.
Customer Feedback & Product Improvement
Understand recurring customer problems and feedback.
Document customer requirements clearly.
Share structured feedback with product and engineering teams.
Help identify opportunities to improve the product and customer experience.
What We Are Looking For
0–2 years of experience in customer success, operations, implementation, support, SaaS, or a similar role.
Freshers with strong communication and problem-solving skills are also encouraged to apply.
Strong communication skills in Hindi and English.
Comfortable speaking directly with business owners and customers.
Good working knowledge of Excel or Google Sheets.
Strong attention to detail and ability to work with business data.
Ability to understand business processes and translate them into system workflows.
Comfortable working in a fast-paced startup environment.
Strong ownership mindset and willingness to solve problems end-to-end.
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, SaaS, WhatsApp Business, or customer support tools.
Basic understanding of APIs, integrations, or software workflows.
What Success Looks Like
A successful Customer Success Specialist at Mulltiply will:
Get customers live quickly and smoothly.
Ensure customer data and configuration are accurate.
Reduce onboarding and implementation issues.
Help customers actively use Mulltiply after launch.
Resolve customer concerns quickly.
Build strong relationships with customers.
Bring valuable customer feedback back to the product team.
Why Join Mulltiply
You will work directly with businesses and see how AI is changing real-world commerce.
This role offers significant exposure across customer success, SaaS implementation, AI products, business operations, and product development, making it a strong opportunity for someone early in their career who wants to learn quickly and take ownership.