Mid-Market Customer Success Lead: Onboarding & Growth

Handshake; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health Insurance

Fertility benefits

LGBTQ+ coverage

Mental health support

Job summary

Handshake is seeking a Customer Success Manager to own a portfolio of SMB and Midmarket accounts in the United States. You will lead onboarding, drive product adoption, and build strong relationships across customer personas including Directors and above.

The role emphasizes proactive churn mitigation, renewal management, and collaboration with Product & Engineering to enhance Handshake’s offerings. Excellent communication and a data-driven approach are essential.

Qualifications

• Minimum 3+ years in Customer Success, Account Management or Consulting.
• Excellent presentation, communication, and interpersonal skills.
• Analytical and data-driven thinking with ability to summarize information for senior stakeholders.

Responsibilities

• Manage portfolio of roughly 60-75 accounts in SMB and Midmarket (<2500 employees).
• Own customer onboarding to ensure a seamless transition to Handshake.
• Drive product adoption through ongoing guidance and training tailored to customer needs.
• Build and nurture relationships with multiple customer personas, including Directors and above.
• Develop and execute customer success plans and monitor churn risk with regular updates.
• Lead customer calls and Quarterly Business Reviews (QBRs).
• Identify upsell and cross-sell opportunities and surface to Account Manager.
• Collect customer feedback and collaborate with Product & Engineering for improvements.
• Ensure renewals by delivering sustained value and assisting with renewal processes.
• Proactively optimize existing processes and assets to scale the team.

Skills

Customer Success

Account Management

Consulting

Analytical thinking

Communication

Cross-functional collaboration

Start-up experience

Business acumen

Self-motivation

Attention to detail

Job description

Handshake is seeking a Customer Success Manager to own a portfolio of SMB and Midmarket accounts in the United States. You will lead onboarding, drive product adoption, and build strong relationships across customer personas including Directors and above.

The role emphasizes proactive churn mitigation, renewal management, and collaboration with Product & Engineering to enhance Handshake’s offerings. Excellent communication and a data-driven approach are essential.