Customer Success Manager, Education Success
We are thrilled to announce Handshake’s $200M Series F funding round. At Handshake, we believe that a career opportunity shouldn’t be determined by who you know or what you’ve done. It’s about what you can - and will - do. Your future, not your past. Our Series F fundraise and new valuation of $3.5B will fuel our next phase of growth and propel our mission to help more people start, restart, and jumpstart their careers.
Handshake is the #1 place to launch a career with no connections, experience, or luck required. Handshake’s community includes 20 million students and young alumni around the world from 1,400 educational institutions, including four-year colleges, community colleges, boot camps, and 290+ minority-serving institutions. The platform connects up-and-coming talent with 650,000+ employers - from Fortune 500 companies like Google, Nike, and Target to thousands of public school districts, healthcare systems, nonprofits, and even sports teams like the LA Dodgers. Handshake is headquartered in San Francisco with offices in Denver, New York, and London and teammates working globally.
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.
If you are not sure that you’re 100% qualified, but up for the challenge – we want you to apply. We believe skills are transferable and passion for our mission goes a long way.
Your Impact:
Handshake is hiring a Customer Success Manager on the Education Success team. As a Relationship Manager you are responsible for ensuring your university partners are healthy, happy, successful, and retained.
You will create repeatable and reusable tactics for driving engagement across our education partners' teams, which could include everything from webinars, email nurture, product hooks, etc. You will channel the voice of the customer both quantitatively and qualitatively to rally the necessary people and highlight success.
You will report to the Manager of Education Success, working closely with customer support, sales, and marketing to deliver a world-class customer experience and drive our business through renewals and expansions.
Your Role:
Product Knowledge
Expanding and deepening product adoption and usage
Identifying, diagnosing, and helping customers resolve data health issues
Gathering, documenting, and sharing best practices on how education partners can better leverage the platform to drive student engagement
Deeply learning the career services space (operations, structure, and metrics)
Consulting with education partners on their workflows to help them adapt their processes to the Handshake product and achieve student success
Responding to detailed inquiries that require leveraging technical product knowledge combined with your strategic understanding of Handshake and our goals
Relationship Management
Owning the core relationship and ultimate success with a defined segment of education partners
Cultivating meaningful, trusting relationships with key partners
Effectively navigating a complex and nuanced set of relationships to build and maintain trust at scale
Implementing recurring and on-demand touchpoints with customers as needed
Partner Success, Health, and Retention
Ensuring successful implementation for all new partners in your book of business
Ensuring high renewal rates
Managing customer account health and sentiment
Collaborating across the Handshake organization to ensure that customer needs are met in an efficient and timely manner
Understanding trends with your accounts via data reporting and dashboards and taking appropriate actions to keep account health high
Providing effective project management and training to hundreds of higher education partners
Executing implementation calls and training webinars with your university partners
Operations and Marketing
Helping scale internal processes to support hundreds of users
Assisting with content creation for marketing collateral to education partners
Your Experience:
Excellent communication skills, strong executive presence, and technical aptitude
Experience with SaaS or higher education
Ability to prioritize workload while maintaining high attention to detail
Ability to quickly internalize changing messaging and rapidly incorporate into customer convos
Highly curious with “discovery” mindset
Ability to think critically and empathetically about the customer’s needs
Add value to a team environment by demonstrating enthusiasm and a collaborative spirit
Adaptable to evolving business needs and willingness to contribute to process improvement
Analytical, methodical approach to identifying challenges and measuring impact
Bonus Areas of Expertise:
2+ years of CSM experience
Experience with the Handshake platform
Benefits below apply to employees in full-time positions.
- Stock: Ownership in a fast-growing company.
- 401k: We care about your ability to save for your future.
- Hub-based Remote Work: Handshakers can enjoy the flexibility of remote work, whilst ensuring collaboration and team experiences in a shared space remains possible.
- Time Off: Flexible vacation policy to encourage people to get out and see the world.
- Healthcare: World-class medical, dental, and vision policies including LGTBQ+ Coverage.
- Family Focus: Parental leave and flexibility for families.
- Mental Health Assistance: You’ve got a lot on your mind, which can lead to less attention on your mental health. We’re here to help and support you every step of the way.
- Financial Management with Origin: We provide you with a professional financial planner via so that you can gain a better understanding of making the most of your compensation, equity, benefits, 401k and perks.
- Goodies: Whatever hardware and software you need to get the job done.
- Team Fun: Regularly scheduled virtual events, happy hours, and book clubs! Once it’s safe, we’ll provide meaningful connection points throughout the year for Handshakers to build community and meet teammates in-person.
- Learning: Learning & Development opportunities and an annual $2,000 stipend for you to grow your skills and career.
- Great team: Working with fun, hardworking, nice people who are committed to making a difference!
- ...And much more! Explore our comprehensive benefits at joinhandshake.com/careers.
Interested in what Handshake’s San Francisco HQ is like when we’re together? Check out this video: Just browsing or not ready to apply? Keep in touch with us!