Fast Facts
Handshake is seeking a Mid-Market Customer Success Manager to drive product adoption and deliver measurable ROI for a portfolio of up to 125 customers, focusing on strategic engagement and building scalable support approaches.
Responsibilities: Manage a portfolio of customers, conduct high-impact engagements, facilitate office hours, collaborate on value reviews, and synthesize customer feedback for product enhancements.
Skills: 2+ years in SaaS Customer Success, ability to manage extensive business portfolios, lead group trainings, and proactively address adoption trends using data-driven strategies.
Qualifications: Experience in a collaborative model with Account Managers or Sales counterparts, and a passion for building future playbooks in a fast-paced environment.
Location: New York City, New York, United States
Compensation: $140000 - $145000 / Annually
About Handshake
Handshake is building the career network for the AI economy, backed by the largest and most trusted job network on the internet. As the only three-sided job marketplace connecting 18 million knowledge workers, 1,500 educational institutions, and 1 million employers, Handshake powers career discovery, hiring, and upskilling—from first internships to full-time roles, freelance work to gig work, and beyond.
Founded in 2014, we’ve built the most trusted platform for early talent—owning the college-to-career market and powering nearly every career center. Today we’re building on that foundation to help students and early professionals upskill or reskill for the future.
Now’s a great time to join Handshake. Here’s why:
- Category Leader: Over 92% coverage across US universities & 77% of total US university student population.
- Proven Market Demand: Deep employer partnerships across Fortune 500s and the world’s leading AI research labs.
- World-Class Team: Leadership from Scale AI, Open AI, xAI, Notion, Coinbase, and Palantir, just to name a few.
- Capitalized & Scaling: $434M raised with a $175M+ run rate.
About the Role
As a Mid-Market CSM, you are a strategic value driver focused on maximizing product adoption, mitigating risk, and delivering measurable ROI. In this role, you will manage a portfolio of up to 125 customers by applying a high-impact prioritization framework. You will partner closely with Mid-Market Account Managers in a “divide and conquer” model, using data to identify where your expertise can most effectively de-risk a renewal or unlock new value.
Beyond high-touch strategic guidance for priority accounts, you will be a key contributor to building a more efficient and scalable approach to supporting our customers. You will design and execute repeatable playbooks and experiment with one:many approaches including webinars for your book of business and office hours. All designed to ensure that every partner in your portfolio has a clear path to hiring success.
- Data-driven prioritization: Use data (Gainsight) and prioritization model to ensure your time is spent where it can move the needle most
- High-impact engagement: Conduct short-term, intensive consulting engagements for accounts with low adoption or high risk, focusing on specific outcomes like job posting quality or recruiter engagement
- Scale the success journey: Facilitate twice-weekly Office Hours and contribute to webinar program
- Partner on Value Reviews: Collaborate with AMs on strategy sessions for select accounts, acting as the product and adoption expert while the AM leads the commercial relationship.
- Voice of the Customer: Synthesize feedback from your high-volume portfolio to help the Product team prioritize features that solve common mid-market employer pain points.
Desired Capabilities
- 2+ years in SaaS Customer Success
- Proven ability to manage a large book of business by deciding where to go "deep" vs. where to use "one-to-many" tactics
- Comfortable leading webinars, group trainings, or virtual office hours for a diverse audience of recruiters and hiring managers
- Able to look at a usage dashboard, identify a "Low Adoption" trend, and proactively reach out with a prescriptive plan to fix it
- You enjoy working in an evolving environment and are excited to help build the playbooks that will define the future of the MM team
- Experience working in a collaborative model with Account Managers or Sales counterparts
Perks
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, wellness stipend
📚 Growth: 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.
