Scaled Customer Success Manager - AI-Driven Ops

Handshake; San Francisco (CA); Hybrid; USD 180,000 - 250,000; Full time

Benefits offered by this job

Ownership: Equity in a fast-growing公司

Financial Wellness: 401(k) match,401(k

Family Support: Paid parental leave, +

Wellbeing: Medical, dental, and vision

Growth: $2,000 learning stipend,ongo

Remote & Office: Internet, commuting,

Time Off: Flexible PTO, 15 holidays +

Connection: Team outings & referral

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 coaches a growing team, shapes onboarding, adoption, and risk mitigation, and uses data to tailor AI-enabled workflows that improve engagement, retention, and outcomes across a fast-scaling customer base in the US.

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

People leadership

Customer success

Digital engagement

AI workflows

Cross-functional collaboration

Job description

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 coaches a growing team, shapes onboarding, adoption, and risk mitigation, and uses data to tailor AI-enabled workflows that improve engagement, retention, and outcomes across a fast-scaling customer base in the US.