Mid-Market Customer Success Manager at Handshake - New York, NY

Role Overview

As a Mid-Market Customer Success Manager (CSM) at Handshake, you will play a pivotal role in ensuring our mid-market customers achieve their hiring goals and maximize the value they receive from our platform. You will be responsible for managing a portfolio of up to 125 customers, providing strategic guidance, and driving product adoption. Your expertise will be critical in mitigating risks, identifying growth opportunities, and ultimately delivering measurable ROI for our clients.

A Day in the Life

Here's a glimpse into what a typical day might look like:

• Morning: Start your day by reviewing your customer portfolio, focusing on accounts that require immediate attention. Use data from Gainsight and other sources to identify accounts with low adoption rates, renewal risks, or opportunities for expansion. Prepare for upcoming customer calls and webinars.
• Mid-day: Conduct strategic consulting engagements with priority accounts. This might involve analyzing their job posting quality, recruiter engagement, or overall usage patterns. Provide prescriptive recommendations and actionable steps to improve their performance.
• Afternoon: Facilitate virtual office hours, answering questions and providing guidance to a diverse audience of recruiters and hiring managers. Collaborate with Account Managers on value review sessions for select accounts. Work with the product team to relay customer feedback and help shape future product development.
• End of Day: Document all customer interactions and update customer records. Analyze the effectiveness of your engagement strategies and identify areas for improvement. Plan for the next day's activities, ensuring you are prioritizing the most impactful tasks.

Why New York, NY?

New York City is a hub for innovation and talent, making it an ideal location for a Customer Success Manager role at Handshake. The city boasts a diverse range of industries and a thriving business community, providing ample opportunities to work with a wide variety of mid-market customers. Additionally, New York City offers a vibrant cultural scene, world-class dining, and endless entertainment options, making it a desirable place to live and work.

Career Path

The Mid-Market Customer Success Manager role is an excellent stepping stone for career growth within Handshake. Successful CSMs can advance to Senior CSM roles, where they take on larger and more complex customer portfolios. They can also move into leadership positions, such as Team Lead or Manager, where they will be responsible for mentoring and developing other CSMs. Furthermore, the skills and experience gained in this role can be valuable for transitioning into other areas of the company, such as Account Management, Product Management, or Sales.

Salary and Benefits

Handshake offers a competitive salary and benefits package, commensurate with experience. The salary range for the Mid-Market Customer Success Manager role in New York, NY is typically between $80,000 and $120,000 per year. In addition to salary, Handshake provides a comprehensive benefits package, including:

• Comprehensive health insurance (medical, dental, vision)
• Paid time off (vacation, sick, holidays)
• Parental leave
• 401(k) retirement plan with company match
• Equity options
• Professional development opportunities
• Employee assistance program
• Wellness programs
• Commuter benefits
• Flexible spending account
• Life insurance
• Disability insurance

Our Mission

Handshake is on a mission to democratize opportunity and empower the next generation of talent. We believe that every student, regardless of their background or location, should have access to the resources and connections they need to launch a successful career. As a Mid-Market Customer Success Manager, you will play a critical role in helping us achieve this mission by ensuring that our mid-market customers are able to effectively connect with and hire talented students and recent graduates.

How to Apply

If you are a passionate and driven individual with a proven track record of success in Customer Success, we encourage you to apply for the Mid-Market Customer Success Manager role at Handshake. To apply, please submit your resume and cover letter through our online application portal. We look forward to hearing from you!

FAQ

1. What is Handshake? Handshake is the career network for the AI economy, connecting students, universities, and employers.
2. What does a Mid-Market Customer Success Manager do? Manages a portfolio of customers, drives product adoption, and delivers ROI.
3. What skills are needed for this role? SaaS Customer Success, data analysis, communication, and problem-solving.
4. What is the career path for this role? Senior CSM, Team Lead, Manager, or other roles within the company.
5. What benefits does Handshake offer? Comprehensive health insurance, paid time off, and retirement plan.
6. What is Handshake's mission? To democratize opportunity and empower the next generation of talent.
7. How many customers will I manage? Up to 125.
8. What tools will I use? Gainsight and other data analysis tools.
9. What kind of customers will I work with? Mid-market employers across various industries.
10. Where is this position located? New York, NY.