Manager of Scaled Customer Success

Handshake; San Francisco (CA); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health Insurance

Fertility & family forming

LGBTQ+ coverage

Mental health benefits

Tax-advantaged benefits

Life & disability insurance

401k match

Equity program

Financial planning services

Learning & development stipend

Community ERG support

Parental leave

Flexible time off

Sabbatical

Volunteer time off

Job summary

Handshake in San Francisco seeks a customer-focused, operations-minded leader to manage three Mid-Market CSMs and shape the tech-touch digital engagement strategy. You will coach the team, set rhythms, and drive performance while partnering with Product, Sales, and Marketing to improve onboarding, adoption, and retention.

The role emphasizes building AI-enabled workflows, data-driven segmentation, and scalable processes to elevate customer health and team outcomes in a fast-paced environment.

Qualifications

• Strong coach with experience building scaled Customer Success programs.
• Comfort creating structure in ambiguous environments and turning ideas into repeatable programs.
• Experience designing or implementing AI-enabled workflows to improve engagement.

Responsibilities

• Manage, coach, and develop a team of three Mid-Market CSMs.
• Establish clear expectations, operating rhythms, and performance standards.
• Build and evolve the digital CS motion across onboarding, adoption, engagement, and risk mitigation.
• Use customer and product data to segment audiences and tailor human/digital engagement.
• Design and implement AI-enabled workflows to improve efficiency and personalization.
• Build scalable processes and measure impact on health, adoption, retention, and team performance.
• Partner with Product, Sales, Marketing, and other teams to improve the customer experience.
• Bring structure to ambiguity and turn ideas into repeatable programs.

Skills

Team leadership

Coaching

Data-driven

Cross-functional

AI workflows

Process design

Customer focus

Analytics

HR experience

Job description

• We are looking for a customer-focused, operationally minded leader to manage three Mid-Market Customer Success Managers and lead our tech-touch digital engagement strategy
• Manage, coach, and develop a team of three Mid-Market CSMs
• Establish clear expectations, operating rhythms, and performance standards for a developing team
• Build and evolve our digital Customer Success motion across onboarding, adoption, engagement, and risk mitigation
• Use customer and product data to segment audiences and deliver the right mix of human and digital engagement
• Design and implement AI-enabled workflows that improve efficiency, personalization, and proactive customer support
• Build scalable processes and measure their impact on customer health, adoption, retention, and team performance
• Partner with Product, Sales, Marketing, and other teams to improve the customer experience
• Bring structure to ambiguity and turn ideas into repeatable programs

Benefits

• Health Insurance: Comprehensive medical , dental, and vision coverage
• Fertility and family forming: Through a partnership, Handshake offers comprehensive family benefits, including infertility treatments and a $15K stipend, to its employees.
• LGTBQ+ coverage: All medical plans cover transgender services.
• Mental health: Discounts on a variety of wellness apps and an Employee Assistance Program with access to five free counseling sessions.
• Tax savings: Tax-advantaged benefits to save money on healthcare, dependent care, and other expenses.
• Life & disability insurance: Essential benefits and automatic coverage with basic life insurance, plus short-term and long-term disability coverage.
• 401k match: Dollar-for-dollar match up to 1% of pay, with a max of $1,200 per year.
• Equity: Our equity program includes grants at hire, refresher grants after two years of tenure, and grants alongside promotions.
• Financial management: Handshake partners to provide free professional financial planning services.
• Learning & development: Employees are provided with an annual stipend to use towards professional development, career development workshops, manager trainings, and 1-on-1 coaching through external partnerships
• Community leader support: Employee Resource Group leaders are compensated with a quarterly bonus for the high-impact work the role requires
• Parental leave: Leaves of 16 weeks for birth-giving parents and 10 weeks for non-birth-giving parents; the policy applies to adoptions as well. Handshake also partners to provide one-on-one coaching on preparing for leave and coming back from leave
• Flexible time off: No accrued time off or waiting period to take vacation. Two paid flexible holiday days off to observe holidays that closely align with religious, cultural, and personal needs
• Sabbatical: Paid six-week sabbatical to recharge and reset beginning at six years of continuous, full-time employment, and every four years thereafter
• Volunteer time off: Two days off for social and civil activism, volunteer work, and/or any related activities, including attending and participating in protests

The ideal candidate is a strong coach with experience building scaled Customer Success programs. They are comfortable creating structure in ambiguous environments and have designed AI-enabled workflows that improve customer engagement, team efficiency, or business outcomesComfort building new programs in an evolving environmentStrong operational, analytical, and cross-functional collaboration skillsHands-on experience designing or implementing AI-enabled workflows5 to 8 years of relevant experience, including a strong Customer Success backgroundExperience building or managing scaled, tech-touch, or digital Customer Success programsPeople leadership experience and a track record of coaching and developing CSMsExperience in HR or recruiting technologyExperience partnering with Account Management or Sales on renewals, retention, and expansion