Customer Success Manager
$145k - $175k USD
About Multiply
Multiply Mortgage is an AI-native mortgage company. We pair experienced, local mortgage advisors on our team with groundbreaking technology to deliver a better customer experience. Through our company partnerships channel, we partner directly with companies to offer mortgages as an employee benefit — with exceptional rates, concierge service, and modern software.
Our team previously built consumer tech products at Uber, Square, DoorDash, and Google and we are bringing the customer experience we love from these products to mortgage origination. We’re committed to building technology that enhances, rather than replaces, experienced mortgage loan originators. A mortgage is the largest financial transaction of most Americans’ lives—they deserve an expert advisor to guide them through the process, and technology that makes the experience smoother.
Multiply Mortgage is backed by Kleiner Perkins and A*, as well as founders and executives from Ramp, Plaid, Figma, DoorDash, Notion, Instacart, Faire, Flexport, Niantic, Rippling, Iterable, Lattice, Newfront, and more.
The Role
Multiply is hiring a Customer Success Manager to own the post-sale experience for our employer partners. This role is responsible for launching the Multiply Mortgage benefit, driving employee engagement and utilization, and building trusted, long-term relationships with HR, People, and Benefits teams.
You’ll sit at the intersection of implementation, optimization, and relationship management—ensuring that each partner launch is smooth, that employees understand and use the benefit, and that Multiply consistently delivers measurable value. This is a high-ownership role with real influence over retention, expansion, and how we scale customer success as a function.
If you’re excited about benefits, financial wellness, and helping companies roll out meaningful programs that employees actually use, this role is for you.
What You’ll Do
Own implementation and launch of the Multiply Mortgage benefit for new employer partners, serving as the primary post-sale point of contact
Partner closely with HR, People, and Benefits teams to plan launches, align on goals, and ensure smooth internal rollouts
Help drive employee engagement, utilization, and conversion by optimizing launch strategies, communications, webinars, and ongoing campaigns
Work with the GTM team to monitor performance post-launch, identify opportunities to improve conversion and adoption, and proactively recommend optimizations
Manage ongoing partner relationships, including regular check-ins, performance reviews, and strategic planning conversations
Act as the voice of the customer—surfacing feedback, insights, and patterns to inform product improvements and GTM strategy
Help define and scale repeatable customer success playbooks, implementation processes, and best practices as the company grows
What Will Make You Successful
3+ years of experience in Customer Success, Account Management, Implementation, or a similar client-facing role
Experience selling into or managing relationships with HR, People, Benefits, or Finance teams
Strong project management skills—you can juggle multiple launches and stakeholders without things slipping
Comfort owning outcomes, not just tasks; you’re accountable for adoption, utilization, and customer satisfaction
Clear, confident communicator, both written and verbal, with the ability to explain complex concepts simply
Highly organized, detail-oriented, and proactive in identifying risks and opportunities
Interest in fintech, benefits, or financial wellness, and helping employees make better long-term financial decisions
Nice-to-Haves
Experience with benefits platforms, brokers, PEOs, or channel-driven partnerships
Early-stage startup experience where processes were built from scratch
Familiarity with launching or managing employee benefits
Compensation
$145,000-175,000 OTE + equity
Multiply Mortgage believes in providing fair and equitable pay across its employee base.
We take a skill set and market-based approach to pay, and pay may vary depending on your location.
A candidate's starting pay is determined based on job-related skills, experience, qualifications, and work location. These ranges may be modified in the future.