Mid-Market Customer Success Manager

Handshake•New York, NY

6d•$120,000 - $150,000•Hybrid

About The Position

Handshake puts the customer at the center of everything we do. Our Customer Success team is the secret to making that a reality. The Customer Success team is passionate about helping recruiters become more efficient, and are the driving force for the organizational change that helps our customers realize the full potential of Handshake. The Customer Success Manager plays a crucial role in ensuring the success and satisfaction of our customers. This role involves developing strong relationships with customers, understanding their business needs, and proactively working to drive value and maximize their return on investment. The Customer Success Manager serves as a liaison between the customer and various internal teams, advocating for the customer's needs and helping to identify opportunities for growth.

Requirements

3+ years in Customer Success, Account Management or Consulting.
5+ years work experience.
Strong business acumen and deep knowledge of Customer Success practices.
Customer-centric mindset.
Exceptional presentation, communication, and interpersonal skills.
Ability to collaborate effectively with cross-functional team.
Analytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information to senior-level stakeholders.
Quick and agile work style with strong attention to detail.
Self-motivated with a positive attitude and excitement for work.
Comfortable learning and working in a start-up environment.

Nice To Haves

Experience in SaaS start-up a plus.
Experience in Recruiting a plus.

Responsibilities

Manage portfolio of roughly 60-75 accounts in our Commercial segment (SMB and Midmarket companies with <2500 employees).
Own customer onboarding, ensuring a seamless transition to our products or services.
Drive product adoption of Handshake through on-going guidance and training that align with each customer’s needs and objectives.
Build and nurture strong, relationships with various personas on the customer side; including Directors and above.
Develop and execute customer success plans, proactively identifying and mitigating churn risk, tracking progress, and adjusting as needed.
Run and maintain regular customer calls and Quarterly Business Reviews (QBRs).
Identify opportunities for upselling and cross-selling and surface these to Account Manager.
Collect customer feedback to advocate for their needs within the organization, collaborating with Product & Engineering to drive product improvement and enhancement.
Ensure customer renewals by demonstrating sustained value and partnering with Account Managers during the renewal process.
Take a proactive role in optimizing existing or building new processes & assets that enable the team to scale.