Mid-Market Customer Success Manager

🇺🇸Hybrid - New York, NY$65K–$95K/yri1d ago

Higher Ed Customer Success Account Management Sales Enablement Business Development Higher Education

Role Snapshot

Mid-Market Customer Success Manager at Handshake responsible for managing a portfolio of 60-75 SMB and mid-market accounts, ensuring customer satisfaction, product adoption, and retention while driving organizational growth.

Key Responsibilities: Manage customer onboarding, drive product adoption through training and guidance, build relationships with Director-level contacts, conduct QBRs, identify churn risks, and collaborate with Account Managers on renewals and upsell opportunities.

Skills & Tools: Strong relationship-building and communication skills, ability to understand customer business needs, proactive problem-solving, SaaS product knowledge, and experience collaborating across cross-functional teams; SaaS and recruiting industry experience preferred.

Qualifications: Prior experience in customer success, account management, or SaaS preferred; familiarity with start-up environments and recruiting industry experience is a plus; demonstrated ability to manage multiple accounts and drive customer outcomes.

Location: Hybrid - New York, NY

Compensation: $65K–$95K/yr (estimated)

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Job Description

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.

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

About The Role

Handshake puts the customer at the center of everything we do. Our Customer Success team is the secret to making that a reality. The Customer Success team is passionate about helping recruiters become more efficient, and are the driving force for the organizational change that helps our customers realize the full potential of Handshake.

The Customer Success Manager plays a crucial role in ensuring the success and satisfaction of our customers. This role involves developing strong relationships with customers, understanding their business needs, and proactively working to drive value and maximize their return on investment. The Customer Success Manager serves as a liaison between the customer and various internal teams, advocating for the customer's needs and helping to identify opportunities for growth. In this role you will:

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.

You Have

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.

We Offer

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