Customer and Product Lead

About Multitudes

Kia ora! I’m Lauren, the founder of Multitudes, and I’m writing this job description because the person in this role will be working closely with me. 

At Multitudes, we’re on a mission to help every team be equitable and high-performing, starting with software engineering teams. Our AI-enabled product helps teams improve performance by supporting people: We turn engineering metrics into action – by catching where the work is blocked, who’s not getting as much feedback, and who might be at risk of burnout, and then nudging teams to take action. 

Our commitment to being human-centered goes beyond our product. We conduct academic research on topics like AI impact, engineering productivity, and feedback quality, and we apply the same rigour to how we operate. Our data ethics principles are just one example of how we embed our values into our product!

Our customers are among the best software engineering teams in the world – from Culture Amp in Australia, Veho in the US, Clara in Latin America, Quick Release in the UK, and more. These great teams come to us to improve, so we hold ourselves to a high bar for both our equitable practices and team performance.

We’ve raised >$4M and have incredible supporters, including Blackbird Ventures, Ellen Pao (of Reddit, Project Include), Jon Williams and Doug English (co-founders of Culture Amp), Vaughan Fergusson (founder of Vend, now Lightspeed), and more.

About the opportunity: Customer and Product Lead

This is a generalist role with one underlying principle – thinking about how we can make life better for current and potential customers. 

You’ll be working closely with me, and you can expect to do a bit of everything in this role – from supporting customers to product marketing, from data to account management, and everything in between.

Ultimately, you're the person who makes sure that we support our customers – current and potential. You can juggle multiple balls and you have the judgement to know which balls can’t be dropped and which ones can bounce. You’re detail-oriented – making sure that we honor our customer commitments and get the data right – but also strategic – knowing when we should spend more time on something and it’s good enough to move on. 

We’re a fast-moving team so every week is different, but your role will include:

(1) Bringing a product-led approach to customer success

This is not customer success as you’ve seen it before – we have a very analytical product and a technical audience (engineers), so good customer success at Multitudes comes from deep product understanding. You’re excited to get to know our product and will invest upfront in knowing all the in's and out's of how it works. You will:

• Respond to customer questions – not just giving an answer, but thinking strategically about what might need to change in our documentation or our product. If a product change is warranted, you’ll drive retention and growth by suggesting product improvements to keep customers happy and expand accounts.
• Understand our codebase (using AI tooling like Claude Code as needed) so that you can answer more customer questions without engineering support, and also make improvements yourself in the codebase (with engineering support as you get up to speed)
• Set up and analyse PostHog metrics to understand what features our customers are loving in Multitudes – and to identify where they’re getting stuck

(2) Account management

As you become more confident with the product, you’ll start leading customer accounts. This includes:

• Account management for trial customers – we run a human-led onboarding because it sets companies up for success so you’ll provide support in ensuring that new accounts are set up properly and considering what actions they should take
• Leading customer accounts – you’ll partner with customers to understand their feature requests and co-design new features. You’ll also proactively look for ways they could get more out of Multitudes. You’ll serve as their data coach, looking for areas for improvement and guiding them to take action.

(3) Insight-led marketing

At Multitudes, marketing means sharing insights, not selling. Our focus is on how we can help current and potential customers learn what they need to know to succeed in their roles. Especially with the agentic AI transitions happening now, everyone is trying to keep up with the pace of change – your role is to support that. Things you’ll do:

• Leading product launches – determining the right messaging to share with our audience, writing the content, working with our designers (Laura and Leo) to get images ready, updating product documentation, and ensuring that everything is ready to go in Hubspot, LinkedIn, and Slack. 
• Analysing our data to find new insights to share with our customers and sales leads. This includes writing case studies of customer wins as well, supporting Lauren with analysis for her talks and commentary she gives, and supporting with data analysis for our original research. 
• Drive revenue growth and customer acquisition through global roadshows, which focus on invite-only dinners where we share our latest original research

(4) Operations

Ultimately, you will be a gap-filler – jumping in on special projects to support Lauren and the team. This includes:

• Keeping our investor metrics up to date
• Managing relationships with key suppliers, from pen testers to accountants
• Anything else that Lauren or the team need help on!

Throughout all the above, you’ll also live our values, which are the foundation of all that we do. 

‍

Core Skills

You bring the following skillset:

• You have a quantitative background, whether through academic study or professional experience.
• You're comfortable working with data beyond Excel – that might be with Python, R, MATLAB, or similar 
• You understand product development and software engineering 
• You have deep customer empathy – you have experience leading stakeholder relationships, and you’re excited about finding the story in the data and feedback to help our customers succeed.

‍

What we provide

• Opportunity to be part of an impact-led, fast-paced startup. 
• A close-knit team – pastries and treats in the office are a regular occurrence
• Hybrid work options
• Commitment to diversity, equity, and inclusion – both in how we work as a team and in our product development practices (see our data ethics principles for more). 
• $149.5K total compensation ($130K base salary plus $19.5K equity/year) 
• $500 annual Learning and Development budget and access to AI tools to help you succeed (you can even choose which one; we give each person a budget to allocate as they like).
• $1,000 one-off allowance for your home office setup.

We are committed to building a diverse and inclusive team; we cannot succeed in our mission without it. To that end, people from marginalised groups are particularly encouraged to apply. 

Note that this is a full-time role based in Auckland, New Zealand.

‍

Ready to apply?

Apply by emailing us at hiring@multitudes.com with:

• Your CV
• An example of analytical work you've done – this could be a project where you used data to solve a problem, generate insights, or inform a decision. Please provide a quick summary (max 200 words) alongside relevant screenshots.
• Responses to the following questions (max 200 words each please)
  
  • Describe a problem that you solved that no one asked you to – what was the problem, why did you decide to take action, what did you do to solve it, and what was the outcome?
  • Why are you interested in this role and in working at Multitudes, and what prior experiences most set you up to succeed in this role?

Looking forward to hearing from you!

Lauren