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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 working with frontier AI labs and Fortune 500 partners, scaling from $0 to ~$1B run rate.
As a Mid-Market Customer Success Manager, you will manage a portfolio of 60–75 accounts in the Commercial segment (SMB and mid-market companies with fewer than 2,500 employees). You will be the primary point of contact for customer success, driving adoption and retention across your book of business.
Key responsibilities include:
- Owning the full customer lifecycle: onboarding, adoption, and renewal
- Building and nurturing relationships with senior stakeholders (Directors and above) at customer organizations
- Developing and executing customer success plans that identify and mitigate churn risk
- Running regular customer calls and Quarterly Business Reviews (QBRs) to demonstrate value
- Driving product adoption through ongoing guidance and training tailored to each customer's objectives
- Identifying upselling and cross-selling opportunities and surfacing them to Account Managers
- Collecting customer feedback and advocating for customer needs with Product and Engineering teams
- Optimizing and building processes and assets to help the team scale
You will work cross-functionally with Account Managers, Product, Engineering, and other teams to ensure customers realize maximum return on investment and renew their contracts.
REQUIREMENTS:
- 3+ years in Customer Success, Account Management, or Consulting
- 5+ years total work experience
- Strong business acumen and deep knowledge of Customer Success best practices
- Customer-centric mindset with exceptional presentation, communication, and interpersonal skills
- Ability to collaborate effectively across cross-functional teams
- Analytical and data-driven approach; ability to collect, organize, and summarize information for senior stakeholders
- Quick, agile work style with strong attention to detail
- Self-motivated with a positive attitude
- Comfortable in a start-up environment
- SaaS start-up experience preferred
- Recruiting industry experience preferred
