Manager, Scaled Customer Success

About Handshake Handshake was founded on a simple belief that everyone deserves a path to a great career, regardless of where they went to school or who they know. Today, we power 25 million job seekers, 1 million+ employers, and 1,600 educational institutions. In 2025, we started Handshake AI and built the fastest-growing AI data business in history. We work directly with frontier AI lab researchers to create evaluations, publish benchmarks, and push the boundary of data. We’ve grown from $0 to ~$1B run rate and pay ~$60M to over 30K individuals every month. Why Join Handshake Now Shape how every career evolves in the AI economy, at global scale, with impact your friends, family and peers can see and feelPartner hand-in-hand with world-class AI labs, Fortune 500 partners and the world’s top educational institutionsWork together with engineers, scientists, operators, and more from Palantir, Meta, Scale AI, and former YC foundersBuild a massive, fast-growing business with billions in revenue About The Role We are looking for a customer-focused, operationally minded leader to manage three Mid-Market Customer Success Managers and lead our tech-touch digital engagement strategy. Role 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. In this role, you'll: Manage, coach, and develop a team of three Mid-Market CSMsEstablish clear expectations, operating rhythms, and performance standards for a developing teamBuild and evolve our digital Customer Success motion across onboarding, adoption, engagement, and risk mitigationUse customer and product data to segment audiences and deliver the right mix of human and digital engagementDesign and implement AI-enabled workflows that improve efficiency, personalization, and proactive customer supportBuild scalable processes and measure their impact on customer health, adoption, retention, and team performancePartner with Product, Sales, Marketing, and other teams to improve the customer experienceBring structure to ambiguity and turn ideas into repeatable programs Desired Capabilities 5 to 8 years of relevant experience, including a strong Customer Success backgroundPeople leadership experience and a track record of coaching and developing CSMsExperience building or managing scaled, tech-touch, or digital Customer Success programsHands-on experience designing or implementing AI-enabled workflowsStrong operational, analytical, and cross-functional collaboration skillsComfort building new programs in an evolving environment Extra Credit Experience in HR or recruiting technologyExperience partnering with Account Management or Sales on renewals, retention, and expansion 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, $500 wellness stipend 📚 Growth: $2,000 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: $168K - $210K