Manager, Scaled Customer Success

AI Chopping Block; New York, Northern (NY, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Ownership

Financial Wellness

Family Support

Wellbeing

Growth

Remote & Office

Time Off

Connection

Job summary

Handshake is seeking a customer-focused, operationally minded leader to manage three Mid-Market Customer Success Managers and drive our tech-touch digital engagement strategy.

The ideal candidate is a strong coach with experience building scaled Customer Success programs, comfortable creating structure in ambiguous environments, and designing AI-enabled workflows that improve customer engagement and business outcomes.

Qualifications

• 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

Responsibilities

• 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

Skills

Customer Success

Leadership

Analytics

Cross-functional collaboration

AI-enabled workflows

Tools

CRM systems

Data analytics tools

AI-enabled platforms

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.