Handshake - San Francisco, CA

posted 26 days ago

Full-time - Mid Level
Hybrid - San Francisco, CA
Professional, Scientific, and Technical Services

About the position

As a Mid-market Customer Success Manager at Handshake, you'll partner with our mid-market employer partners to ensure they achieve their hiring goals, drive adoption across recruiting teams, and make sure they are creative and strategic with early talent hiring. You will create repeatable and reusable tactics for driving engagement across our employer partners' teams, which could include everything from training, to webinars, to email nurture, to product hooks. You'll be the voice of the customer both quantitatively and qualitatively to rally the necessary people and highlight success. You'll report to the Director of Customer Success, working closely with sales, marketing, product management, and data analytics to make improvements constantly within and across accounts. Through these cross-functional efforts, you'll achieve world-class customer satisfaction, generate case studies, and drive our business through premium renewals and expansions.

Responsibilities

  • Own the core relationship with our mid-market employer partners
  • Evolve the customer journey for our mid-market employers
  • Help scale internal processes to support hundreds of premium employers
  • Synthesize voice of customer from qualitative and quantitative feedback to drive future product enhancements and features

Requirements

  • 2+ years of experience in Consulting, Account Management or Customer Success managing a portfolio of 70+ customers
  • Experience with SaaS
  • Able to drive customer adoption and value consultation with multiple senior stakeholders
  • Able to translate business goals into outcomes and build a process that aligns with customer needs
  • Does not get frustrated easily by lack of internal processes
  • Adds value to the CSM team through their energy and enthusiasm
  • Has a high level of comfort facilitating meetings and delivering product trainings with external customers
  • Has a high degree of collaborative spirit
  • Has a high degree of technical aptitude
  • Provides process improvement solutions to create team efficiencies

Benefits

  • Equity and ownership in a fast-growing company
  • 16 Weeks of paid parental leave for birth giving parents & 10 weeks of paid parental leave for non-birth giving parents
  • Comprehensive medical, dental, and vision policies including LGBTQ+ Coverage
  • Resources for Mental Health Assistance, Employee Assistance Programs and counseling support
  • $500/£360 home office stipend for you to spend during your first 3 months
  • Generous learning & development opportunities and an annual $2,000/£1,500/€1,850 stipend for skill growth
  • Financial coaching through Origin
  • Monthly internet stipend and a brand new MacBook
  • Monthly commuter stipend for office-based employees
  • Free lunch provided twice a week across all offices
  • Referral bonus for bringing great talent to Handshake
  • 401k Match: dollar-for-dollar match on 1% of deferred salary, up to a maximum of $1,200 per year
  • Flexible time off policy, 8 standardized holidays, and 2 additional days of flexible holiday time off
  • Winter #ShakeBreak, a one-week period of Collective Time Off
  • Partnership with Milk Stork for lactation support to traveling parents and guardians
  • Pension Scheme in the UK with contributions based on 5% of salary
  • Up to 25 days of vacation in the UK
  • Regular offsites and opportunity to travel to HQ in San Francisco
  • Urban sports club membership in Germany with access to fitness and wellness facilities
  • 25 days of annual leave + 5 days of a winter #ShakeBreak in Germany
  • Discounts across various high street retailers and social activities for UK and Germany employees
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