Mid-Market Customer Success
About The Position
Handshake is the career network for the AI economy, serving 20 million knowledge workers, 1,600 educational institutions, 1 million employers (including 100% of the Fortune 50), and every foundational AI lab. It powers career discovery, hiring, and upskilling, from freelance AI training gigs to first internships to full-time careers. The company experienced unparalleled growth, tripling its ARR in 2025. Joining Handshake offers the opportunity to shape careers in the AI economy globally, work with world-class AI labs and Fortune 500 partners, collaborate with leadership from top tech companies, and build a fast-growing business. As a Mid-Market CSM, you will be a strategic value driver focused on maximizing product adoption, mitigating risk, and delivering measurable ROI for a portfolio of up to 125 customers. You will partner with Mid-Market Account Managers, using data to identify where your expertise can de-risk renewals or unlock new value. Beyond high-touch strategic guidance, you will contribute to building efficient and scalable customer support approaches, designing and executing repeatable playbooks, and experimenting with one-to-many methods like webinars and office hours to ensure every partner achieves 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.
Benefits
- Ownership: Equity in a fast-growing company
- Financial Wellness: 401(k) match, competitive compensation, financial coaching
- Family Support: Paid parental leave, fertility benefits, parental coaching
- Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend
- Growth: $2,000 learning stipend, ongoing development
- Remote & Office: Internet, commuting, and free lunch/gym in our SF office
- Time Off: Flexible PTO, 15 holidays + 2 flex days
- Connection: Team outings & referral bonuses
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
