Manager of Strategic Customer 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:
We’re looking for a Manager of Strategic Success to join our Employer Customer Experience Team - working with F500 employers across the nation to influence and expand their early talent recruiting strategy. You will serve as a key leader for the Strategic Segment of existing partnerships. You’ll work closely with the team to ensure they achieve their goals, build relationships with executives, expand their presence as thought leaders 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 company.
Your Role
- Lead team of 4+ Strategic Customer Success Managers to successfully achieve our client’s goals while simultaneously carrying a team quota to reach our organization’s revenue goals
- Hire, retain and grow the team to 8+ Customer Success Managers by the end of the 2022
- Drive team to meet & exceed quarterly NDR and logo retention quotas while expanding partnerships to new lines of business and subsidiaries.
- Effectively track progress to goals - adoption, usage, product penetration and overall satisfaction (NPS)
- Align Customer Success objectives with business OKRs
- Maintain relationships with executives at our largest partners
- Assist team with renewals, identifying upsell opportunities and managing 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, Product, 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
- Mentor, assist with account planning, performance management, metric pacing, pipeline generation, and forecasting for all team members
- Present to the Executive Team on a consistent basis
Your Experience:
- 7+ years’ SaaS enterprise and strategic CSM and/or post sales experience
- Minimum of 3+ years managing a team of high performing individual contributors working with Fortune 500 companies
- 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
Compensation Range
$185,000 - $205,000 OTE
For cash compensation, we set standard ranges for all 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.
Benefits:At Handshake, we'll give you the tools to feel healthy, happy and secure.
- Stock: Ownership in a fast-growing company.
- Hub-Based Remote Work: Handshakers can enjoy the flexibility of remote work whilst ensuring in-person collaboration, and team experiences remain possible.
- Financial Management with Origin: We provide you with a professional financial planner via Origin to gain a better understanding of making the most of your compensation, equity, benefits, and perks.
- Paid Parental Leave: All new parents at Handshake (both birth and non-birth giving) are encouraged to take time to focus on their growing family and are eligible for paid family leave. US Handshakers are provided up to 16 weeks of paid family leave for birth-giving parents and 10 weeks for non-birth-giving parents.
- Mental Health Assistance: We are here to support you in every step of your mental health journey; our benefits include Employee Assistance Programs that offer counseling support for those eligible.
- Home Office Stipend: Handshake offers $500/£360 for you to spend on setting up a productive and comfortable workspace at home.
- Learning: Learning & Development opportunities and an annual $2,000/£1,500 stipend for you to grow your skills and career.
- Team Bonding: Regularly scheduled virtual company-wide and team events! Once it’s safe, we’ll provide meaningful connection points throughout the year for Handshakers to build community and meet teammates in person.
- Great team: Working with fun, hardworking, nice people who are committed to making a difference!
(US Handshakers)
- 401k: We care about your ability to save for your future. Launching Spring 2022, Handshake will offer a dollar-for-dollar match on 1% of deferred salary, up to a maximum of $1,200 per year.
- Healthcare: World-class medical, dental, and vision policies including LGTBQ+ Coverage.
- 2022 Time Off: All full-time US-based Handshakers are eligible for our flexible time off policy to get out and see the world. We also offer 8 standardized holidays, 2 additional days of flexible holiday time off, and 2 one-week periods of Collective Time Off (7/4-7/8/2022) and (12/26-12/30/2022).
(UK Handshakers)
- Pension: Handshake matches 3% of your salary towards your pension scheme.
- Healthcare: Handshake's comprehensive healthcare policy covers 100% of employee premiums & 100% of dependent premiums for medical, dental, and vision benefits.
- 2022 Time Off: Up to 25 days of vacation to encourage people to reset, recharge, and refresh, in addition to 8 bank holidays throughout the year.
Benefits above apply to employees in full-time positions.
Looking for more? Explore our comprehensive US benefits at joinhandshake.com/careers.
Interested in what Handshake’s San Francisco HQ is like when we’re together? Check out this video: