Mid-Market Customer Success
New York
**About Handshake** Handshake is the career network for the AI economy. 20 million knowledge workers, 1,600 educational institutions, 1 million employers (including 100% of the Fortune 50), and every foundational AI lab trust Handshake to power career discovery, hiring, and upskilling, from freelance AI training gigs to first internships to full-time careers and beyond. This unique value is leading to unparalleled growth; in 2025, we tripled our ARR at scale. **Why Join Handshake Now** * Shape how every career evolves in the AI economy, at global scale, with impact your friends, family and peers can see and feel * Work hand-in-hand with world-class AI labs, Fortune 500 partners and the world's top educational institutions * Join a team with leadership from Scale AI, Meta, xAI, Notion, Coinbase, and Palantir, among others * Build a massive, fast-growing business with billions in revenue **The Role** 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. * 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. **You Have** * 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 **We Offer** Handshake delivers benefits that help you feel supported and thrive at work and in life. ***The below benefits are for full-time US employees.*** 🎯 **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 Explore our mission, values, and comprehensive US benefits at **joinhandshake.com/careers** . Compensation Range: $140K - $145K
