Manager, Scaled Customer Success

Handshake was founded on a simple belief that everyone deserves a path to a great career regardless of where they went to school or who they know. Today we power 25 million job seekers 1 million employers and 1600 educational institutions.

In 2025 we started Handshake AI and built the fastest-growing AI data business in history. We work directly with frontier AI lab researchers to create evaluations publish benchmarks and push the boundary of data. Weve grown from $0 to $1B run rate and pay $60M to over 30K individuals every month.

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

• Partner hand-in-hand with world-class AI labs Fortune 500 partners and the worlds top educational institutions

• Work together with engineers scientists operators and more from Palantir Meta Scale AI and former YC founders

• Build a massive fast-growing business with billions in revenue

We are looking for a customer-focused operationally minded leader to manage three Mid-Market Customer Success Managers and lead our tech-touch digital engagement strategy.

The ideal candidate is a strong coach with experience building scaled Customer Success programs. They are comfortable creating structure in ambiguous environments and have designed AI-enabled workflows that improve customer engagement team efficiency or business this role youll:

• Manage coach and develop a team of three Mid-Market CSMs

• Establish clear expectations operating rhythms and performance standards for a developing team

• Build and evolve our digital Customer Success motion across onboarding adoption engagement and risk mitigation

• Use customer and product data to segment audiences and deliver the right mix of human and digital engagement

• Design and implement AI-enabled workflows that improve efficiency personalization and proactive customer support

• Build scalable processes and measure their impact on customer health adoption retention and team performance

• Partner with Product Sales Marketing and other teams to improve the customer experience

• Bring structure to ambiguity and turn ideas into repeatable programs

• 5 to 8 years of relevant experience including a strong Customer Success background

• People leadership experience and a track record of coaching and developing CSMs

• Experience building or managing scaled tech-touch or digital Customer Success programs

• Hands-on experience designing or implementing AI-enabled workflows

• Strong operational analytical and cross-functional collaboration skills

• Comfort building new programs in an evolving environment

• Experience in HR or recruiting technology

• Experience partnering with Account Management or Sales on renewals retention and expansion

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: $2000 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 Experience:

Manager