Manager, Scaled Customer Success

Role Summary

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

EXTRA CREDIT

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

Responsibilities

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

Requirements

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

Benefits

• 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 http://joinhandshake.com/careers. http://joinhandshake.com/careers.Your

About the Company

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.