Mid‑Market Customer Success Manager — Remote & Growth

Handshake; New York (NY); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Equity in a fast-growing company

401(k) match

Parental leave

Mental health support

Wellness stipend

Learning stipend

Remote & Office benefits (SF office)

Flexible PTO

Holidays + 2 flex days

Job summary

Handshake is hiring a Customer Success Manager to place the customer at the center of our actions and scale our commercial customer partnerships.

You will own onboarding, drive product adoption, and build strong relationships with Directors and above. Collaborate with cross-functional teams to reduce churn, renewals risk, and surface growth opportunities in a fast-paced startup environment.

Qualifications

• 3+ years in Customer Success, Account Management or Consulting.
• 5+ years work experience.
• Strong business acumen and deep knowledge of Customer Success practices.
• Customer-centric mindset.
• Exceptional presentation, communication, and interpersonal skills.
• Ability to collaborate effectively with cross-functional team.
• Analytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information to senior-level stakeholders.
• Quick and agile work style with strong attention to detail.
• Self-motivated with a positive attitude and excitement for work.
• Comfortable learning and working in a start-up environment.
• Experience in SaaS start-up a plus.
• Experience in Recruiting a plus.

Responsibilities

• Manage portfolio of roughly 60-75 accounts in our Commercial segment (SMB and Midmarket companies with <2500 employees).
• Own customer onboarding, ensuring a seamless transition to our products or services.
• Drive product adoption of Handshake through on-going guidance and training that align with each customer’s needs and objectives.
• Build and nurture strong, relationships with various personas on the customer side; including Directors and above.
• Develop and execute customer success plans, proactively identifying and mitigating churn risk, tracking progress, and adjusting as needed.
• Run and maintain regular customer calls and Quarterly Business Reviews (QBRs).
• Identify opportunities for upselling and cross-selling and surface these to Account Manager.
• Collect customer feedback to advocate for their needs within the organization, collaborating with Product & Engineering to drive product improvement and enhancement.
• Ensure customer renewals by demonstrating sustained value and partnering with Account Managers during the renewal process.
• Take a proactive role in optimizing existing or building new processes & assets that enable the team to scale.

Skills

Customer Success

Account Management

Consulting

Business Acumen

Presentation Skills

Communication

Cross-Functional Collaboration

Data Analysis

Job description

Handshake is hiring a Customer Success Manager to place the customer at the center of our actions and scale our commercial customer partnerships.

You will own onboarding, drive product adoption, and build strong relationships with Directors and above. Collaborate with cross-functional teams to reduce churn, renewals risk, and surface growth opportunities in a fast-paced startup environment.