Mid-Market Customer Success Manager

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 1,600 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. We’ve grown from $0 to ~$1B run rate and pay ~$60M to over 30K individuals every month.

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.

• 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