Mid-Market Customer Success Manager, Handshake
$140-145k
OTE
Plus Equity
The career platform for Gen Z
Be an early applicant
The career platform for Gen Z
1001+ employees
Be an early applicant
$140-145k
OTE
Plus Equity
1001+ employees
Company mission
To democratize access to opportunity and ensure any student can build a great career no matter who they know, where they live or what school they attend.
Role
Who you are
- 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
What the job involves
- 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
Our take
The three founders of Handshake established their company in an attempt to eliminate inequality and make the student hiring landscape fairer. The Handshake platform acts as a LinkedIn for college students, pairing students from every walk of life with more than 650K employers, including the entire Fortune 500, which includes Google and Nike.
The graduate recruitment platform is open to any student with a valid @.edu email address, with more than 17M active users from thousands of colleges and universities. With a student-first philosophy, the company generates revenue from both universities and employers rather than students.
Valued at $3.5B, Handshake has gained traction in a competitive market, although it has strong competition from recruiting giants LinkedIn and Indeed. It stands out, however, by helping students build new relationships and skills, rather than simply making connections to people they already know.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2022
$200m
SERIES F
May 2021
$80m
SERIES E
Total funding: $434m
Company benefits
- Health Insurance: Comprehensive medical , dental, and vision coverage
- Fertility and family forming: Through a partnership, Handshake offers comprehensive family benefits, including infertility treatments and a $15K stipend, to its employees.
- LGTBQ+ coverage: All medical plans cover transgender services.
- Mental health: Discounts on a variety of wellness apps and an Employee Assistance Program with access to five free counseling sessions.
- Tax savings: Tax-advantaged benefits to save money on healthcare, dependent care, and other expenses.
- Learning & development: Employees are provided with an annual stipend to use towards professional development, career development workshops, manager trainings, and 1-on-1 coaching through external partnerships
- Community leader support: Employee Resource Group leaders are compensated with a quarterly bonus for the high-impact work the role requires
- Parental leave: Leaves of 16 weeks for birth-giving parents and 10 weeks for non-birth-giving parents; the policy applies to adoptions as well. Handshake also partners to provide one-on-one coaching on preparing for leave and coming back from leave
- Flexible time off: No accrued time off or waiting period to take vacation. Two paid flexible holiday days off to observe holidays that closely align with religious, cultural, and personal needs
- Sabbatical: Paid six-week sabbatical to recharge and reset beginning at six years of continuous, full-time employment, and every four years thereafter
- Volunteer time off: Two days off for social and civil activism, volunteer work, and/or any related activities, including attending and participating in protests
- Life & disability insurance: Essential benefits and automatic coverage with basic life insurance, plus short-term and long-term disability coverage.
- 401k match: Dollar-for-dollar match up to 1% of pay, with a max of $1,200 per year.
Company HQ
Financial District, San Francisco, CA
Leadership
Garrett Lord
(Co-Founder & CEO)Majored in Computer Science at Michigan Technological University. Interned at Palantir Technologies before co-founding Handshake in 2012.
Ben Christensen
(Co-Founder)Graduated from Michigan Technological University with a degree in Computer Networking & Systems Administration. Interned at Target and worked as a Developer at Up and Running Software. Was part of Arbor Networks' ASERT Security Research team.
Scott Ringwelski
(Co-Founder)Attained a degree in Computer Software Engineering from Michigan Technological University. Co-founded Handshake in 2012.
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