Mid-Market Customer Success Manager
We are thrilled to announce Handshake’s $200M Series F funding round. At Handshake, we believe that a career opportunity shouldn’t be determined by who you know or what you’ve done. It’s about what you can - and will - do. Your future, not your past. Our Series F fundraise and new valuation of $3.5B will fuel our next phase of growth and propel our mission to help more people start, restart, and jumpstart their careers.
Handshake is the #1 place to launch a career with no connections, experience, or luck required. Handshake’s community includes 20 million students and young alumni around the world from 1,400 educational institutions, including four-year colleges, community colleges, boot camps, and 290+ minority-serving institutions. The platform connects up-and-coming talent with 650,000+ employers - from Fortune 500 companies like Google, Nike, and Target to thousands of public school districts, healthcare systems, nonprofits, and even sports teams like the LA Dodgers. Handshake is headquartered in San Francisco with offices in Denver, New York, and London and teammates working globally.
Everyone is welcome at Handshake. We know diverse teams build better products and we are committed to creating an inclusive culture built on a foundation of respect for all individuals. We strongly encourage candidates from non-traditional backgrounds, historically marginalized or underrepresented groups to apply.
If you are not sure that you’re 100% qualified, but up for the challenge – we want you to apply. We believe skills are transferable and passion for our mission goes a long way.
What does an Employer Success Manager do at Handshake?
As a Mid-market Customer Success Manager, you'll partner with our mid-market employer partners to ensure they achieve their hiring goals, drive adoption across recruiting teams and make sure they are creative and strategic with early talent hiring.
You will create repeatable and reusable tactics for driving engagement across our employer partners' teams, which could include everything from training, to webinars, to email nurture, to product hooks. You'll be the voice of the customer both quantitative and qualitative to rally the necessary people and highlight success.
You'll report to the Director of Customer Success, working closely with sales, marketing, product management, and data analytics to make improvements constantly within and across accounts. Through these cross-functional efforts, you’ll achieve world-class customer satisfaction, generate case studies, and drive our business through premium renewals and expansions.
Here are some projects we’re excited for you to work on at Handshake
- Own the core relationship with our mid-market employer partners
- Evolve the customer journey for our mid-market employers
- Help scale internal processes to support hundreds of premium employers
- Synthesize voice of customer from qualitative and quantitative feedback to drive future product enhancements and features
What qualities are we looking for?
- 2+ years of experience in Consulting, Account Management or Customer Success managing complex Enterprise/Strategic accounts.
- Experience with SaaS.
- Able to drive customer on-boarding, implementation and consultation with multiple senior stakeholders.
- Able to translate business goals into outcomes and build a process that aligns with customer needs.
- Ability to identify and drive commercial opportunities, sales background a plus.
- Ability to manage cross-functional projects with great attention to detail.
- Does not get frustrated easily by lack of internal processes.
- Adds value to the CSM team through their energy and enthusiasm.
- Has a high level of comfort facilitating meetings and delivering product trainings with external customers.
- Has a high degree of collaborative spirit.
- Has a high degree of technical aptitude.
- Provides process improvement solutions to create team efficiencies.
Benefits below apply to employees in full-time positions.
- Stock: Ownership in a fast-growing company.
- 401k: We care about your ability to save for your future.
- Hub-based Remote Work: Handshakers can enjoy the flexibility of remote work, whilst ensuring collaboration and team experiences in a shared space remains possible.
- Time Off: Flexible vacation policy to encourage people to get out and see the world.
- Healthcare: World-class medical, dental, and vision policies including LGTBQ+ Coverage.
- Family Focus: Parental leave and flexibility for families.
- Mental Health Assistance: You’ve got a lot on your mind, which can lead to less attention on your mental health. We’re here to help and support you every step of the way.
- Financial Management with Origin: We provide you with a professional financial planner via so that you can gain a better understanding of making the most of your compensation, equity, benefits, 401k and perks.
- Goodies: Whatever hardware and software you need to get the job done.
- Team Fun: Regularly scheduled virtual events, happy hours, and book clubs! Once it’s safe, we’ll provide meaningful connection points throughout the year for Handshakers to build community and meet teammates in-person.
- Learning: Learning & Development opportunities and an annual $2,000 stipend for you to grow your skills and career.
- Great team: Working with fun, hardworking, nice people who are committed to making a difference!
- ...And much more! Explore our comprehensive benefits at joinhandshake.com/careers.
Interested in what Handshake’s San Francisco HQ is like when we’re together? Check out this video: Just browsing or not ready to apply? Keep in touch with us!