Manager, Scaled Customer Success

handshake; New York, California (NY, MO); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Equity in a fast-growing company

401(k) match

Parental leave

Fertility benefits

Medical, dental, and vision

Mental health support

Wellness stipend

Learning stipend

Job summary

Handshake seeks a customer-focused, operationally minded leader to manage three Mid-Market CSMs and drive our tech-touch engagement strategy. You will coach the team, set clear expectations, and shape scalable, AI-enabled workflows to improve engagement, retention, and customer health.

You’ll partner with Product, Sales, Marketing and other teams to implement repeatable programs, measure outcomes, and thrive in a data-driven, evolving environment.

Qualifications

• 5–8 years in Customer Success with leadership experience.
• Experience building scaled, tech-touch or digital CS programs.
• Hands-on with AI-enabled workflows and data-driven decisions.

Responsibilities

• Manage, coach, and develop a team of three Mid-Market CSMs.
• Establish rhythms and performance standards for a growing team.
• Build and evolve digital CS motion across onboarding, adoption, and risk.
• Use data to segment audiences and balance human/digital engagement.
• Design AI-enabled workflows to improve efficiency and personalization.
• Create scalable processes and measure impact on health and retention.
• Partner with Product, Sales, Marketing to improve customer experience.
• Turn ideas into repeatable programs amid evolving needs.

Skills

People leadership

CS programs

AI-enabled workflows

Operational analytics

Cross-functional collaboration

Ambiguity management

Job description

About Handshake

Handshake was founded on a simple belief that everyone deserves a path to a great career, regardless of where they went to school or who they know. Today, we power 25 million job seekers, 1 million+ employers, and 1,600 educational institutions.

In 2025, we started Handshake AI and built the fastest-growing AI data business in history. We work directly with frontier AI lab researchers to create evaluations, publish benchmarks, and push the boundary of data. We’ve grown from $0 to ~$1B run rate and pay ~$60M to over 30K individuals every month.

Why join Handshake now:

• Shape how every career evolves in the AI economy, at global scale, with impact your friends, family and peers can see and feel
• Partner hand-in-hand with world-class AI labs, Fortune 500 partners and the world’s top educational institutions
• Work together with engineers, scientists, operators, and more from Palantir, Meta, Scale AI, and former YC founders
• Build a massive, fast-growing business with billions in revenue

About the Role

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.

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 outcomes. In this role, you'll:

• 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

Desired Capabilities

• 5 to 8 years of relevant experience, including a strong Customer Success background
• People leadership experience and a track record of coaching and developing CSMs
• Experience building or managing scaled, tech-touch, or digital Customer Success programs
• Hands-on experience designing or implementing AI-enabled workflows
• Strong operational, analytical, and cross-functional collaboration skills
• Comfort building new programs in an evolving environment

Extra Credit

• Experience in HR or recruiting technology
• Experience partnering with Account Management or Sales on renewals, retention, and expansion

Perks

Handshake delivers benefits that help you feel supported and thrive at work and in life.

The below benefits are for full-time US employees.

Ownership: Equity in a fast-growing company

Financial Wellness: 401(k) match, competitive compensation, financial coaching

Family Support: Paid parental leave, fertility benefits, parental coaching

Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend

Growth: $2,000 learning stipend, ongoing development

Remote & Office: Internet, commuting, and free lunch/gym in our SF office

Time Off: Flexible PTO, 15 holidays + 2 flex days

Connection: Team outings & referral bonuses

Explore our mission, values, and comprehensive US benefits at joinhandshake.com/careers.