Mid-Market Customer Success Manager

**About Handshake** =================== **Handshake** is building the career network for the AI economy, backed by the largest and most trusted job network on the internet. As the only three\-sided job marketplace connecting 18 million knowledge workers, 1,500 educational institutions, and 1 million employers, Handshake powers career discovery, hiring, and upskilling—from first internships to full\-time roles, freelance work to gig work, and beyond. Founded in 2014, we’ve built the most trusted platform for early talent—owning the college\-to\-career market and powering nearly every career center. Today we’re building on that foundation to help students and early professionals upskill or reskill for the future. Now’s a great time to join Handshake. Here’s why: * **Category Leader:** Over 92% coverage across US universities \& 77% of total US university student population. * **Proven Market Demand:** Deep employer partnerships across Fortune 500s and the world’s leading AI research labs. * **World\-Class Team:** Leadership from Scale AI, Open AI, xAI, Notion, Coinbase, and Palantir, just to name a few. * **Capitalized \& Scaling:** $434M raised with a $175M\+ run rate. **About the Role** ------------------ As a Mid\-Market CSM, you are a strategic value driver focused on maximizing product adoption, mitigating risk, and delivering measurable ROI. In this role, you will manage a portfolio of up to 125 customers by applying a high\-impact prioritization framework. You will partner closely with Mid\-Market Account Managers in a “divide and conquer” model, using data to identify where your expertise can most effectively de\-risk a renewal or unlock new value. Beyond high\-touch strategic guidance for priority accounts, you will be a key contributor to building a more efficient and scalable approach to supporting our customers. You will design and execute repeatable playbooks and experiment with one:many approaches including webinars for your book of business and office hours. All designed to ensure that every partner in your portfolio has a clear path to hiring success. * Data\-driven prioritization: Use data (Gainsight) and prioritization model to ensure your time is spent where it can move the needle most * High\-impact engagement: Conduct short\-term, intensive consulting engagements for accounts with low adoption or high risk, focusing on specific outcomes like job posting quality or recruiter engagement * Scale the success journey: Facilitate twice\-weekly Office Hours and contribute to webinar program * Partner on Value Reviews: Collaborate with AMs on strategy sessions for select accounts, acting as the product and adoption expert while the AM leads the commercial relationship. * Voice of the Customer: Synthesize feedback from your high\-volume portfolio to help the Product team prioritize features that solve common mid\-market employer pain points. **Desired Capabilities** ------------------------ * 2\+ years in SaaS Customer Success * Proven ability to manage a large book of business by deciding where to go "deep" vs. where to use "one\-to\-many" tactics * Comfortable leading webinars, group trainings, or virtual office hours for a diverse audience of recruiters and hiring managers * Able to look at a usage dashboard, identify a "Low Adoption" trend, and proactively reach out with a prescriptive plan to fix it * You enjoy working in an evolving environment and are excited to help build the playbooks that will define the future of the MM team * Experience working in a collaborative model with Account Managers or Sales counterparts **Perks** --------- Handshake delivers benefits that help you feel supported—and thrive at work and in life. ***The below benefits are for full\-time US employees.*** **Ownership:** Equity in a fast\-growing company **Financial Wellness**: 401(k) match, competitive compensation, financial coaching **Family Support:** Paid parental leave, fertility benefits, parental coaching **Wellbeing:** Medical, dental, and vision, mental health support, wellness stipend **Growth:** Learning stipend, ongoing development **Remote \& Office:** Internet, commuting, and free lunch/gym in our SF office **Time Off:** Flexible PTO, 15 holidays \+ 2 flex days **Connection:** Team outings \& referral bonuses Explore our mission, values, and comprehensive US benefits at joinhandshake.com/careers. Compensation Range: $140K \- $145K