Mid-Market Customer Success Manager

Handshake•New York, NY

About The Position

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.

Requirements

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

Responsibilities

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.