Senior Manager, Customer Success

About Handshake

Handshake is the career network for the AI economy. 20 million knowledge workers, 1,600 educational institutions, 1 million employers (including 100% of the Fortune 50), and every foundational AI lab trust Handshake to power career discovery, hiring, and upskilling, from freelance AI training gigs to first internships to full-time careers and beyond. This unique value is leading to unparalleled growth; in 2025, we tripled our ARR at scale.

• 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

• Work hand-in-hand with world-class AI labs, Fortune 500 partners and the world’s top educational institutions

• Join a team with leadership from Scale AI, Meta, xAI, Notion, Coinbase, and Palantir, among others

• Build a massive, fast-growing business with billions in revenue

About the Role

We’re looking for a Senior Manager of Strategic Customer Success to join our Employer Sales Team - working with top employers across the nation to drive their early talent recruiting strategy. You will serve as a leader for the Strategic Segment of existing partnerships, reporting to the Vice President of Customer Success. You’ll work closely with the team to ensure they achieve their goals, build relationships with executives, and drive customer retention and expansion from onboarding through renewal.

You’ll be instrumental in building and leading a world class Customer Success program for the category leading platform. This high-impact role combines equal parts people management, sales, relationship management leadership and customer satisfaction. The ideal candidate has a proven record of success managing revenue carrying individual contributors in SaaS technology companies.

Your role

• Lead a team of 6+ Strategic Customer Success Managers to successfully achieve our client’s goals while simultaneously carrying a team quota to reach our organization’s revenue goals

• Drive team to meet & exceed quarterly GDR quota

• Effectively tracks progress to goals & KPIs - getting ahead of risk (CTAs), documenting customer goals & progress to them, and delivering value reviews consistently and regularly

• Maintain relationships with executives at our largest partners

• Assist team with renewals, identifying upsell opportunities and mitigating churn

• Act as the direct supervisor of a team of Customer Success Managers, leading them to achieve personal development goals and grow within the organization

• Build and maintain a library of training materials to onboard and develop team members

• Synthesize the voice of Strategic customers from qualitative and quantitative feedback, share with leadership and cross-functional partners.

• Leverage data and feedback for client reporting and informing the product roadmap.

• Understand market trends and keep up-to-date with the latest developments and discussions impacting the industry.

• Work closely with cross functional partners (like Marketing, Finance, Sales Ops) on materials and initiatives that impact CSM function

• Work closely with cross functional teams to ensure client objectives are met and value is delivered via our product

• Monitor customer engagement and progress to goals. View customer satisfaction as a top priority

• Mentor, assist with account planning, performance management, metric pacing, pipeline generation, and forecasting for all team members

Desired Capabilities

• 5+ years’ SaaS enterprise CSM and/or post sales experience

• Minimum of 3+ years managing a team of individual contributors

• Proven track record of success with your own book of business, and regularly hitting individual and team goals

• Experience preparing renewal proposals, forecasting, and account planning

• Experience with an evangelical sale, selling non-discretionary software to executives at Fortune 500 companies

• Experience building process, identifying gaps and executing on relevant initiatives

• Experience using usage, data and results to demonstrate value

• An impeccable communicator with polished and professional sales presentation skills

• Desire to think analytically with a methodical approach to identifying challenges and measure impact, including the ability to use data to support strategy and create a story

• Ability to think systematically, identifying and building infrastructure, processes, and tools to drive efficiency and streamlined operations

• You thrive in a fast paced environment, appreciate and demonstrate flexibility as needed

• You react gracefully under pressure

• You’re a do-er with a bias towards action and creative problem-solving

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.