Strategic Customer Success Manager
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.
What does a Strategic Customer Success Manager do at Handshake?
As a Strategic Customer Success Manager, you'll partner with our strategic employer partners (Fortune 50 + 100 accounts) to ensure they achieve their hiring goals, drive adoption across recruiting teams and make sure they are creative and strategic with early talent hiring.
You will create repeatable and reusable tactics for driving engagement across our employer partners' teams, which could include everything from site content, to webinars, to email nurture, to product hooks. You'll channel the voice of customer both quantitative and qualitative to rally the necessary people and highlight success.
You'll report to the Director of Customer Success, working closely with sales, marketing, product management, and data analytics to make improvements constantly within and across accounts. Through these cross-functional efforts, you’ll achieve world-class customer satisfaction, generate case studies, and drive our business through premium renewals and expansions.
Here are some projects we’re excited for you to work on at Handshake
- Own the core relationship with Handshake’s most strategic customers (Fortune 50, 100, 500).
- Evolve the customer journey for our strategic segment.
- Help scale internal process to support hundreds of premium employers.
- Synthesize voice of customer from qualitative and quantitative feedback, share with leadership and cross-functional partners.
What qualities are we looking for?
- 6+ years of experience in Consulting, Account Management or Customer Success managing complex Enterprise/Strategic accounts.
- Experience with SaaS.
- Able to drive customer on-boarding, implementation and consultation with multiple senior stakeholders.
- Able to translate business goals into outcomes and build a process that aligns with customer needs.
- Ability to identify and drive commercial opportunities, sales background a plus.
- Ability to manage cross-functional projects with great attention to detail.
- Does not get frustrated easily by lack of internal processes.
- Adds value to the CSM team through their energy and enthusiasm.
- Has a high level of comfort facilitating meetings and delivering product trainings with external customers.
- Has a high degree of collaborative spirit.
- Has a high degree of technical aptitude.
- Provides process improvement solutions to create team efficiencies.
Compensation Range
$158,000 - $200,000 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: