Manager, Scaled Customer Success

The role

You will manage three Mid-Market Customer Success Managers and lead a tech-touch digital engagement strategy. You will build scalable processes and design AI-enabled workflows to improve customer engagement and team efficiency.

What you will do

• Manage, coach, and develop a team of three Mid-Market CSMs
• Establish clear expectations, operating rhythms, and performance standards
• Build and evolve digital Customer Success motion across onboarding, adoption, engagement, and risk mitigation
• Use customer and product data to segment audiences
• Design and implement AI-enabled workflows
• Build scalable processes and measure 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

Required qualifications

• 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

Nice to have

• Experience in HR or recruiting technology
• Experience partnering with Account Management or Sales on renewals, retention, and expansion

Benefits

• Equity in a fast-growing company
• 401(k) match
• competitive compensation
• financial coaching
• Paid parental leave
• fertility benefits
• parental coaching
• Medical, dental, and vision
• mental health support
• $500 wellness stipend
• $2,000 learning stipend
• ongoing development

About the company

Handshake powers 25 million job seekers, 1 million+ employers, and 1,600 educational institutions. In 2025, they started Handshake AI to work with frontier AI lab researchers.