Director of Customer Success – EMEA

About the job

About Multiplier Technologies Multiplier 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 Overview This 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 – EMEA, you will be responsible for leading and developing the regional Customer Success 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: • Clarify ownership • Reduce friction for customers and internal teams • Build a predictable, data-driven Customer Success motion in EMEA What You’ll Do 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 through 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 needed to be effective in the EOR and Global Payroll space What We’re Looking For • A structured, calm, and outcome-focused problem solver with a strong customer-first mindset • Proven experience leading and developing Customer Success teams and managers in a high-growth B2B SaaS environment • Strong process orientation, with the ability to see the customer journey end-to-end and design scalable workflows that stick • Excellent leadership, coaching, and communication skills, with comfort giving and receiving direct, constructive feedback • Highly data-driven, using metrics to diagnose issues, set priorities, and focus teams on what matters most • Ability to explain complex concepts simply, with strong written and verbal communication across time zones and cultures • Comfortable working cross-functionally in a fast-paced, rapidly changing environment • 10+ years of experience in Customer Success or customer-facing roles, with at least 5 years in Global Payroll, EOR, or adjacent domains • Hands-on, positive, and resilient, thriving in a high-growth startup where building is part of the job • Comfortable with a 70:30 time split between customer-facing work (strategic customers, escalations, executive alignment) and internal leadership, process, and coaching responsibilities • A track record of reducing customer effort and implementing governance and process improvements that enhance the overall customer experience What We Offer • A high-impact role with the opportunity to shape the future of Customer Success in a rapidly growing company • Full autonomy and flexibility, with a hybrid working model • The opportunity to work with a passionate, energetic, and diverse global team • Competitive compensation, 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 • Generous holiday policy • A company that genuinely invests in your professional growth and success Equal Employment Opportunity Multiplier is an equal opportunity employer. We value diversity and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Benefits

• Full autonomy and flexibility, with a hybrid working model
• Competitive compensation, benefits, recognition programs, and career development opportunities
• Attractive ESOPs
• Comprehensive health insurance coverage for you and your family
• Generous holiday policy

About the company

Multiplier 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.