Mid-Market Customer Success Manager

Everyone is welcome at Handshake. We know diverse teams build better products and we are committed to creating an inclusive culture built on a foundation of respect for all individuals. We strongly encourage candidates from non-traditional backgrounds, historically marginalized or underrepresented groups to apply.As a Mid-market Customer Success Manager, you'll partner with our mid-market employer partners to ensure they achieve their hiring goals, drive adoption across recruiting teams and make sure they are creative and strategic with early talent hiring.You will create repeatable and reusable tactics for driving engagement across our employer partners' teams, which could include everything from training, to webinars, to email nurture, to product hooks. You'll be the voice of the customer both quantitative and qualitative to rally the necessary people and highlight success.You'll report to the Director of Customer Success, working closely with sales, marketing, product management, and data analytics to make improvements constantly within and across accounts. Through these cross-functional efforts, you’ll achieve world-class customer satisfaction, generate case studies, and drive our business through premium renewals and expansions.Your Role:• Own the core relationship with our mid-market employer partners• Evolve the customer journey for our mid-market employers• Help scale internal processes to support hundreds of premium employers• Synthesize voice of customer from qualitative and quantitative feedback to drive future product enhancements and featuresYour Experience:• 2+ years of experience in Consulting, Account Management or Customer Success managing a portfolio of 70+ customers• Experience with SaaS.• Able to drive customer adoption and value consultation with multiple senior stakeholders.• Able to translate business goals into outcomes and build a process that aligns with customer needs.• Does not get frustrated easily by lack of internal processes.• Adds value to the CSM team through their energy and enthusiasm.• Has a high level of comfort facilitating meetings and delivering product trainings with external customers.• Has a high degree of collaborative spirit.• Has a high degree of technical aptitude.• Provides process improvement solutions to create team efficiencies.Compensation Range:• $115,000 - $135,000 (80/20 split)• Location: San Francisco or New York- hybrid, 3 times a week*For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.About usHandshake is the #1 place to launch a career with no connections, experience, or luck required. The platform connects up-and-coming talent with 750,000+ employers - from Fortune 500 companies like Google, Nike, and Target to thousands of public school districts, healthcare systems, and nonprofits. In 2022 we announced our $200M Series F funding round. This Series F fundraise and valuation of $3.5B will fuel Handshake’s next phase of growth and propel our mission to help more people start, restart, and jumpstart their careers.When it comes to our workforce strategy, we’ve thought deeply about how work-life should look here at Handshake. With our Hub-Based Remote Working strategy, employees can enjoy the flexibility of remote work, whilst ensuring collaboration and team experiences in a shared space remains possible. Handshake is headquartered in San Francisco with offices in Denver, New York, London, and Berlin and teammates working globally.Check out our careers site to find a hub near you!What we offerAt Handshake, we'll give you the tools to feel healthy, happy and secure.Benefits below apply to employees in full-time positions.• 💰 Equity and ownership in a fast-growing company.• 🍼 16 Weeks of paid parental leave for birth giving parents & 10 weeks of paid parental leave for non-birth giving parents.• 💝 Comprehensive medical, dental, and vision policies including LGTBQ+ Coverage. We also provide resources for Mental Health Assistance, Employee Assistance Programs and counseling support.• 💻 Handshake offers $500/£360 home office stipend for you to spend during your first 3 months to create a productive and comfortable workspace at home.• 📚 Generous learning & development opportunities and an annual $2,000/£1,500/€1,850 stipend for you to grow your skills and career.• 💰 Financial coaching through Origin to help you through your financial journey.• Monthly internet stipend and a brand new MacBook to allow you to do your best work.• 🚃 Monthly commuter stipend for you to expense your travel to the office (for office-based employees).• 🥗 Free lunch provided twice a week across all offices.• 🤝 Referral bonus to reward you when you bring great talent to Handshake.(US-specific benefits, in addition to the first section)• 🏦 401k Match: Handshake offers a dollar-for-dollar match on 1% of deferred salary, up to a maximum of $1,200 per year.• 🏝 All full-time US-based Handshakers are eligible for our flexible time off policy to get out and see the world. In addition, we offer 8 standardized holidays, and 2 additional days of flexible holiday time off. Lastly, we have a Winter #ShakeBreak, a one-week period of Collective Time Off.• 🍼 Lactation support: Handshake partners with Milk Stork to provide a comprehensive 100% employer-sponsored lactation support to traveling parents and guardians.(UK-specific benefits, in addition to the first section)• 🏦 Pension Scheme: Handshake will provide you with a workplace pension, where you will make contributions based on 5% of your salary. Handshake will pay the equivalent of 3% towards your pension plan, subject to qualifying earnings limits.• 🏝 Up to 25 days of vacation to encourage people to reset, recharge, and refresh, in addition to 8 bank holidays throughout the year.• 🤝 Regular offsites each year to bring the team together + opportunity to travel to our HQ in San Francisco.• 🛍️ Discounts across various high street retailers, cinemas and other social activities exclusively for Handshake UK employees.(Germany-specific benefits, in addition to the first section)• 🏝 25 days of annual leave + we have a Winter #ShakeBreak, a one-week period of Collective Time Off across the company.• 🤝 Regular offsites each year to bring the team together + opportunity to travel to our HQ in San Francisco once a year.• 🧘 Urban sports club membership offering access to a diverse network of fitness and wellness facilities.• 🛍️ Discounts across various high street retailers, cinemas and other social activities exclusively for Handshake Germany employees.For roles based in Romania: Please ask your recruiter about region specific benefits.Looking for more? Explore our mission, values and comprehensive US benefits at joinhandshake.com/careers.Handshake is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or reasonable accommodation, please reach out to us at people-hr@joinhandshake.com.