Mid-Market Customer Success Manager

Who you are

You have a proven track record in customer success, ideally with experience managing mid-market accounts. You understand the importance of maximizing product adoption and delivering measurable ROI for your clients. Your strategic mindset allows you to prioritize effectively and mitigate risks associated with customer renewals. You are comfortable using data to identify opportunities for growth and improvement, and you excel in building strong relationships with clients. You thrive in a collaborative environment, working closely with account managers to ensure customer satisfaction and success. You are passionate about helping customers achieve their goals and are committed to providing exceptional service.

Desirable

Experience in the AI or tech industry is a plus, as is familiarity with customer success metrics and frameworks. You may have a background in sales or account management, which enhances your ability to understand customer needs and drive value. A proactive approach to problem-solving and a strong desire to learn and grow in your role will set you apart.

What you'll do

As a Mid-Market Customer Success Manager at Handshake, you will manage a portfolio of up to 125 customers, focusing on maximizing product adoption and ensuring customer satisfaction. You will apply a high-impact prioritization framework to identify where your expertise can de-risk renewals and unlock new value for your clients. Collaborating closely with Mid-Market Account Managers, you will leverage data to drive strategic initiatives that enhance customer engagement and retention. You will conduct regular check-ins with customers to assess their needs and provide tailored support, ensuring they derive maximum value from Handshake's platform. Your role will involve analyzing customer feedback and usage data to identify trends and areas for improvement, allowing you to proactively address potential issues before they escalate. You will also play a key role in onboarding new customers, guiding them through the initial setup process and ensuring they are equipped to succeed with the platform. Your ability to communicate effectively and build rapport with clients will be essential in fostering long-term relationships and driving customer loyalty.

What we offer

Handshake provides a dynamic work environment where you can thrive and grow. We offer comprehensive benefits, including medical, dental, and vision coverage, as well as mental health support and a wellness stipend. You will have access to a learning stipend for ongoing development, ensuring you stay at the forefront of industry trends and best practices. Our flexible PTO policy allows you to take time off when you need it, and we celebrate 15 holidays plus 2 flex days each year. You will enjoy a supportive team culture with regular outings and referral bonuses, fostering a sense of connection and community within the organization. Join us at Handshake and be part of a mission-driven team that is shaping the future of career discovery and talent development.