Senior Enterprise Customer Success Manager

Handshake•New York, NY

10d•$118,000 - $148,000

About The Position

Handshake is hiring a Senior Enterprise Customer Success Manager to serve as a strategic partner and long-term point of contact for enterprise employer partners. Reporting to the Senior Manager of Enterprise Customer Success, this role helps customers achieve hiring goals, increase adoption across recruiting teams, and realize value from Handshake. The manager builds strong relationships, develops a deep understanding of each customer’s business, and proactively maximizes return on investment. Internally, the role represents customer needs across Handshake and identifies opportunities for growth. The position owns a portfolio of 20–25 enterprise accounts and is accountable for gross retention and expansion. The manager works with Sales on expansion opportunities, leads executive business reviews, builds relationships throughout customer organizations, uses product and usage data to improve adoption, and brings structured feedback to Product. Handshake describes itself as a career platform serving 25 million job seekers, more than 1 million employers, and 1,600 educational institutions. It also operates Handshake AI, working with frontier AI lab researchers on evaluations, benchmarks, and data.

Requirements

At least 5 years of experience in Customer Success, including at least 2 years managing enterprise accounts with direct renewal and expansion accountability.
A track record of retaining at-risk accounts and growing revenue within an existing book of business.
Strong business acumen and ability to translate usage data into an executive narrative about ROI and outcomes.
Executive presence and exceptional presentation and written communication skills.
An analytical, data-driven approach, including synthesizing complex information into clear recommendations for senior stakeholders.
Strong cross-functional collaboration skills, with ownership and follow-through.
Comfort using AI tools to work faster and serve customers better.

Nice To Haves

Experience in recruiting, talent acquisition, or HR technology, with understanding of how talent acquisition teams operate and measure success.
Experience in a high-growth SaaS company.
Familiarity with customer success platforms such as Vitally or Gainsight, and with Salesforce.

Responsibilities

Own a book of 20–25 enterprise accounts, with accountability for gross retention and expansion.
Partner with Sales to identify, qualify, and close expansion opportunities across products and business units.
Run executive business reviews connecting platform usage to customers’ hiring outcomes and business priorities.
Build multi-threaded relationships with recruiters and recruiting operations through talent acquisition leadership and executive sponsors.
Use product and usage data to identify adoption gaps and drive enablement that changes recruiter behavior.
Bring structured customer feedback to Product and advocate for roadmap priorities important to enterprise accounts.
Serve as the customer’s internal advocate and work across Handshake teams to address customer needs and identify growth opportunities.