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.

We are seeking a dynamic and results-driven Scaled Customer Success Manager to join our team. In this role, you will play a crucial part in managing and triaging a book of business, specifically focusing on our Small and Medium-sized Business (SMB) customers. The primary objective is to ensure that customers are effectively adopting our product and experiencing a substantial return on investment.

This is a great opportunity to gain experience in a fast-paced software startup environment. 

Responsibilities:

• Monitor and track customer product adoption in order to identify customers that require additional engagement 
• Engage 1:1 with customers as-needed at critical points in the customer journey to ensure adoption 
• Host and facilitate 1:many training sessions and workshops to ensure customers have a comprehensive understanding of our product.
• Communicate the value delivered by our product, showcasing measurable benefits and return on investment.
• Share industry best practices and success tips with customers to optimize their experience and outcomes.
• Act as a trusted advisor by providing strategic guidance on leveraging our product for maximum impact.
• Identify trends for common customer challenges and actively suggest ways to address them
• Navigate through ambiguity as we continue to build and refine the scaled customer success segment
• Partner cross-functionally to turn customer successes into measurable retention improvement 

Qualifications:

• Proven experience in a customer success or account management role, particularly with SMB customers.
• Strong communication and presentation skills, with the ability to articulate complex concepts clearly.
• Comfortable challenging customers and driving conversations around product optimization.
• Ability to operate in a fast-paced environment and adapt to changing priorities.

*Must be willing to work a hybrid schedule from our SF office- 3 times a week*

Compensation Range:

$110,000 - $120,000 OTE with an 80/20 split

For cash compensation, we set standard ranges for all U.S.-based 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.

About us

Handshake is the career platform for Gen Z. With a community of over 17 million students, alumni, employers, and career educators, Handshake’s network is where career advice and discovery turn into first, second, and third jobs. Nearly 1 million companies use Handshake to build their future workforce—from Fortune 500 to federal agencies, school districts to startups, healthcare systems to small businesses. Handshake is built for where you’re going, not where you’ve been.

When it comes to our workforce strategy, we’ve thought deeply about how work-life should look at Handshake. With our hybrid-work model, employees benefit from collaboration and shared team experiences three days per week in our vibrant offices, and enjoy the flexibility of remote work two days per week. Handshake is headquartered in San Francisco, with offices in New York, London, and Berlin.

What we offer

At Handshake, we'll give you the tools to feel healthy, happy and secure.

Benefits below apply to employees in full-time positions.

• 💰 Equity and ownership in a fast-growing company.
• 🍼 16 Weeks of paid parental leave for birth giving parents & 10 weeks of paid parental leave for non-birth giving parents.
• 💝 Comprehensive medical, dental, and vision policies including LGTBQ+ Coverage. We also provide resources for Mental Health Assistance, Employee Assistance Programs and counseling support.
• 💻 Handshake offers $500/£360 home office stipend for you to spend during your first 3 months to create a productive and comfortable workspace at home.
• 📚 Generous learning & development opportunities and an annual $2,000/£1,500/€1,850 stipend for you to grow your skills and career.
• 💰 Financial coaching through Origin to help you through your finan