• Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations. • Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams. • Ensure operational stability, consistency, and quality across all customer touchpoints. • Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches. • Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows. • Lead the design and rollout of AI-powered and automation-first support workflows. • Evaluate, implement, and optimize CS platforms and tools. • Drive efficiency, cost optimization, and improved response times through smart automation and tooling. • Define and own KPIs, scorecards, and dashboards. • Ensure consistent performance reporting and executive-level visibility. • Own forecasting, capacity planning, and channel mix strategy across all support channels. • Partner with Finance and Operations on budgeting, vendor strategy, and cost management.

The best merchants have always had strong instincts about what customers want. The best ones tomorrow will use AI to hear directly from consumers — at scale, before a single decision is made — and act on what they find. First Insight gives brands and retailers that signal across product design, assortment, pricing, and planning, so the people who build and buy product move faster, with more confidence, and less risk. If you've spent your career in retail or on the brand side — in the US, Latin America, or both — and you're ready to be on the leading edge of AI and how the industry makes its most important decisions, this role was built for you. With 18 years of innovation in predictive analytics and AI, First Insight is trusted by brands like Under Armour, Marks & Spencer (M&S), Woolworths, and Family Dollar. Our Voice of the Customer platform and Value Score™ serve 600+ brands and retailers across retail, apparel, footwear, automotive, home goods, CPG, and hospitality worldwide. THE OPPORTUNITY If you've spent your career on the merchant or brand side — buying, designing, planning, or managing product — you already understand the decisions First Insight helps retailers make better. You know the pressure of a buy, the risk of a wrong assortment call, the gap between what a designer believes in and what a consumer will actually pay for. That instinct is exactly what this role requires. As a Customer Success Manager at First Insight, you are the strategic advisor who helps our customers get maximum value from their consumer intelligence investment. You will manage a portfolio that spans Latin America and the United States — working with brands and retailers across both markets. Bilingual fluency in Spanish and English is required — you will build relationships and lead conversations across this footprint. You're not selling software — you're helping planners plan smarter, buyers buy more confidently, and merchants bring fewer wrong products to market. The best CSMs at First Insight speak the language of the merchant floor and the boardroom equally well. This is a high-visibility, customer-facing role with direct access to senior leaders and functional decision-makers at global retail organizations. If you come from the retail or brand side and are excited by how AI is transforming the way product decisions get made — this may be the perfect next step. WHAT YOU'LL DO You will own a portfolio of enterprise accounts and be accountable for adoption, retention, and growth — but the way you create value looks more like a trusted retail advisor than a software account manager. Specifically you will: - Own assigned enterprise accounts as the primary relationship lead — understanding your customers' business deeply enough to anticipate their needs - Build trusted relationships across customer organizations — with merchants, planners, designers, buyers, and the executive stakeholders - Lead Quarterly Business Reviews that connect First Insight's consumer intelligence to real business outcomes — margin, sell-through, assortment decisions, and pricing confidence - Guide customers on methodology, best practices, and how to interpret and apply consumer intelligence across the product-to-market lifecycle - Deliver training and workshops that build platform fluency — tailored to the buyer, the planner, the designer, or the merchant team you're sitting in front of - Stay ahead of new product capabilities and introduce them in ways that are relevant and actionable - Partner with Sales and senior leadership on renewals, upsells, new pilots, and onboarding - Bring the voice of the customer back into the organization — translating what you hear in the field into product feedback and go-to-market insight WHAT YOU BRING Required Qualifications and Skills - Bachelor's degree in Business, Retail Merchandising & Planning, Business Analytics, or a related field - 3+ years of hands-on experience in retail or brand — as a buyer, merchandiser, planner, designer, or in a role deeply connected to the product-to-market path. You understand how product decisions get made, where they go wrong, and what the stakes are - Fluency in retail KPIs — sell-through, margin, assortment breadth, price elasticity, inventory turn — and the ability to connect First Insight's consumer intelligence to those outcomes in a customer conversation - Bilingual — full professional fluency in both English and Spanish required - Account management, customer success, or client-facing experience a plus — SaaS or technology background welcome but not required - Strong business acumen and the ability to engage at all levels of a customer organization — from the merchant floor to the C-suite - Outstanding communication and listening skills — written, verbal, and presentation - Highly organized and proactive; able to manage multiple accounts with a high degree of personal accountability - Based in the United States; East Coast or Central time zone preferred. Must be authorized to work in the United States - Remote position – Willingness to travel up to 40% for customer engagements and onsite visits Preferred Qualifications and Skills - Direct experience as a buyer, merchandise planner, product designer, or category manager at a retailer or brand - Exposure to AI-powered analytics, consumer intelligence, or predictive decision tools - Change management experience — helping teams move from instinct-driven to data-driven decision-making - Project management experience; PMP a plus - Experience working with or within Latin American retail or brand markets Look us up! www.firstinsight.com BENEFITS & PERKS First Insight offers a competitive salary; paid employee healthcare coverage; a 401(k) with company match; employer-paid life and long-term disability insurance; and a generous Paid Time Off (PTO) package including paid holidays and sick days — in a positive, mission-driven team environment.​

• Own communication in the Customer Success inbound queue (email/slack/Jira), acting as the primary point of contact for non-technical customer inquiries. • Leverage AI-powered tools to enhance daily productivity, rapidly synthesizing customer context and accelerating the resolution of complex inquiries. • Triage incoming requests to distinguish between support issues, strategic adoption blockers, and commercial opportunities. • Identify "at-risk" customers based on sentiment and inquiry type, escalating to leadership or specialized teams when necessary to prevent churn. • Guide customers to existing self-service resources (Community, Knowledge Base, Toolkits) to foster independence and faster time-to-value. • Utilize internal AI agents and Knowledge Base tools to retrieve answers efficiently and assist in drafting accurate, empathetic responses. • Maintain accurate records of customer interactions in Salesforce and Gainsight to ensure a complete view of customer health. • Collaborate with the Finance and AR teams to quickly resolve billing or administrative blockers that frustrate customers. • Identify trends in inbound questions to provide feedback to the Content/Outbound team for future toolkit creation. • Review and analyze the customer base to identify and surface growth opportunities to the Sales Account Executive based on inbound signals.

What do we do? The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale. Multiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we’re creating a level playing field where businesses and individuals – (like you) – can compete, grow, and succeed, regardless of geography. Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams. Our unified employment platform, complete with world-class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity. We’re backed by some of the best in the business, (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded enthusiasts to join our team. The future is borderless. Let’s build it together. What’s the opportunity? Our CSMs are responsible for building strong, outcome-based relationships with our named accounts, enabling them to expand their international footprint and grow revenues from those accounts moving forward. As a CSM, you’ll be reporting to the Regional Head - CX and working closely with your peers and cross-functional stakeholders. Process, creativity, curiosity and tenacity will be critical to our/your success in this role. What you'll do: - Build trusted relationships with our named accounts through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier - Actively monitor adoption of our products/services, provide industry knowledge and best practices to drive engagement - Partner closely with internal teams, including Sales, Product, Operations and Engineering, to deliver the best customer experience to drive growth and retention - Be the voice of our customers to our Product team, synthesizing feedback received and offering informed opinions and solutions, to help shape our product roadmap - Understand the needs of our customers across industries and tiers, and design solutions to meet those unique business needs - Identifying growth opportunities within your portfolio You’ll be successful if: - You are customer obsessed, always putting our customers first and being there for them every step of the way - You are experienced in building and nurturing customer relationships, ensuring to meet customer and business goals - You are able to explain complex topics in easy and concise language and have excellent communication and writing skills - You are organized, detail-oriented, are able to prioritize and perform well under pressure, helping you to stay on top of a larger book of customers - You have a positive attitude, are self-motivated and resilient, adapting easily to change in our high-growth start up environment - Previous experience of working in customer success/service, a background at a HR SaaS company or experience in working remotely are all a plus! What are we looking for? - Min 4 to 10 years of Customer facing experience (ideally within B2B SaaS or HR) - Min 2 to 3 years in a Customer success/ Account Management role - Confident in Mandarin Chinese (written and spoken). - Min 2 of the last 3 years overachieving goals and targets - A people-first person with growth mindset - An affinity to work (thrive!) as a remote employee, within a fast-growth business, and an incredibly explosive sector - The ability to work independently, problem-solve proactively, and collaborate effectively - Comprehension of value-based sales - Discipline in Account Planning, Forecasting, and Quota Attainment If you are a highly motivated and results-oriented professional with a passion for driving revenue growth in the HR Tech industry, we would love to hear from you. Equal Employment Opportunity Multiplier is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Please note that this job description is a general overview and responsibilities may evolve as the company grows and adapts to changing market conditions.