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.

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 Director of Customer Success and Digital Success to join our Employer Customer Success Team - working with thousand+ employers in every industry across the nation to drive their early talent recruiting strategy. You will lead two existing teams - the Mid-market Customer Success Segment and our Professional Services team. You will also be tasked with building out a brand new Digital Success/Scalable Programs function that will scale our Customer Success expertise to drive adoption, maturity and retention by increasing the value of Handshake at every customer. A critical engine to reach the right people, at the right time, with the right resources across all customer segments, these multi-channel scalable programs will amplify the success of our customers, create business efficiencies and will allow our teams to focus on the most productive parts of their work.

This high-impact role combines equal parts people leadership, customer leadership, and strategy and digital marketing prowess. The ideal candidate has a proven record of success in building out impactful digital programs and leading high-performing customer success teams in a B2B SaaS tech company.

Your Role:

• Lead two high-performing teams of customer-facing professionals: hire, develop, inspire, motivate and empower the teams to successfully achieve our client’s goals while also striving to reach our organization’s retention and revenue growth targets
• Develop content and scalable multi-channel programs to support all phases of a customer lifecycle to ultimately maximize our customers’ value and ROI with Handshake
• Leverage data to understand and drive our business, build new team processes and develop best practices aimed at improving customer experience and team’s effectiveness and efficiency 
• Have a mastery of the CSM role so as to best support the team – understand and explain performance data, provide talent acquisition consultation, deliver product training, and develop change-management programs to drive product adoption and customer value
• Develop relationships with senior stakeholders of our customers, navigate complex situations, coach internal teams and make decisions leading to successful outcomes 
• Maintain deep understanding of Handshake and early career talent recruitment market; serve as the voice of the customer to influence Product roadmap and our customer servicing strategy
• Work closely with cross-functional partners like Sales, Support, Education/University partnerships team, Marketing, Insights, Product, User Research, Enablement, RevOps, etc

Your Experience:

• 1+ year of second-line leadership experience (managing team managers)
• 5+ years of people leadership experience; passion for coaching and people development
• 7+ years in Customer Success or Account Management working with the mid-market segment
• Tangible and specific experience delivering effective customer-facing digital programs
• Excellent content creation (with broad range of mediums and formats) and writing skills 
• Excellent executive-level communication skills with customers and internal stakeholders
• Excellent data-driven problem solver, thrives in ambiguous fast-paced environment, anticipates challenges, and handles unknown gracefully 
• Track record of building out systems and processes to streamline operations
• Track record of working successfully cross-functionally with all teams
• Passion for our mission – launch careers and grow companies by making the best matches between companies and new graduates from all backgrounds
• Eager to roll up your sleeves (regardless of title), you are a do-er with a bias for action

Compensation Range:

• 225k-255k OTE

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked