Manager, Scaled Customer Success

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.

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.

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 CSMs

• Establish clear expectations, operating rhythms, and performance standards for a developing team

• Build and evolve our digital Customer Success motion across onboarding, adoption, engagement, and risk mitigation

• Use customer and product data to segment audiences and deliver the right mix of human and digital engagement

• Design and implement AI-enabled workflows that improve efficiency, personalization, and proactive customer support

• Build scalable processes and measure their impact on customer health, adoption, retention, and team performance

• Partner with Product, Sales, Marketing, and other teams to improve the customer experience

• Bring structure to ambiguity and turn ideas into repeatable programs

• 5 to 8 years of relevant experience, including a strong Customer Success background

• People leadership experience and a track record of coaching and developing CSMs

• Experience building or managing scaled, tech-touch, or digital Customer Success programs

• Hands-on experience designing or implementing AI-enabled workflows

• Strong operational, analytical, and cross-functional collaboration skills

• Comfort building new programs in an evolving environment

• Experience in HR or recruiting technology

• Experience partnering with Account Management or Sales on renewals, retention, and expansion