Manager of Scaled Customer Success

Join Handshake, a leading career network for college students and recent graduates. As the Manager of Scaled Customer Success, you will lead a team of Mid-Market Customer Success Managers and drive our digital engagement strategy. You will establish clear expectations, build scalable processes, and partner with various teams to improve the customer experience. This role offers comprehensive benefits, including health insurance, mental health support, 401k match, equity, and flexible time off.

• Gérer, coacher et développer une équipe de trois responsables de la réussite client de taille intermédiaire.
• Établir des attentes claires, des rythmes opérationnels et des normes de performance pour une équipe en développement.
• Construire et faire évoluer notre stratégie de réussite client numérique, en utilisant les données clients et produits pour segmenter les audiences.

• The ideal candidate is a strong coach with experience building scaled Customer Success programs. They are comfortable creating structure in ambiguous environments and have designed AI-enabled workflows that improve customer engagement, team efficiency, or business outcomes
• Comfort building new programs in an evolving environment
• Strong operational, analytical, and cross-functional collaboration skills
• Hands-on experience designing or implementing AI-enabled workflows
• 5 to 8 years of relevant experience, including a strong Customer Success background
• Experience building or managing scaled, tech-touch, or digital Customer Success programs
• People leadership experience and a track record of coaching and developing CSMs
• Experience in HR or recruiting technology
• Experience partnering with Account Management or Sales on renewals, retention, and expansion