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Handshake is a career platform serving 25 million job seekers, 1 million+ employers, and 1,600 educational institutions. The company recently launched Handshake AI, a rapidly growing AI data business that partners with frontier AI labs and Fortune 500 companies, scaling from $0 to ~$1B run rate.
You will manage a team of three Mid-Market Customer Success Managers and lead the development of Handshake's tech-touch digital engagement strategy. This is a hands-on leadership role focused on building scaled, operationally efficient customer success programs.
Key responsibilities include:
- Manage, coach, and develop a team of three CSMs with clear expectations and performance standards
- Build and evolve the digital Customer Success motion across onboarding, adoption, engagement, and risk mitigation
- Use customer and product data to segment audiences and optimize the mix of human and digital engagement
- Design and implement AI-enabled workflows that improve efficiency, personalization, and proactive support
- Build scalable processes and measure impact on customer health, adoption, retention, and team performance
- Partner cross-functionally with Product, Sales, Marketing, and other teams to enhance customer experience
- Bring structure to ambiguous environments and turn strategic ideas into repeatable programs
You should have 5-8 years of relevant experience with a strong Customer Success background, proven people leadership and CSM coaching experience, and hands-on experience building or managing scaled, tech-touch, or digital CS programs. Experience designing or implementing AI-enabled workflows is essential. Strong operational, analytical, and cross-functional collaboration skills are required.
Extra credit for HR/recruiting technology experience or partnership experience with Account Management or Sales on renewals, retention, and expansion.
Handshake offers competitive compensation with equity, 401(k) match, paid parental leave, comprehensive health benefits, $2,000 learning stipend, flexible PTO, and a hybrid work model with office presence in SF.
