Manager, Scaled Customer Success

Handshake•New York, NY

9d•$168,000 - $210,000•Remote

About The Position

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, and build and evolve our digital Customer Success motion across onboarding, adoption, engagement, and risk mitigation. You will 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, and bring structure to ambiguity and turn ideas into repeatable programs.

Requirements

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

Nice To Haves

Experience in HR or recruiting technology
Experience partnering with Account Management or Sales on renewals, retention, and expansion

Responsibilities

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