Senior Manager of Enterprise Customer Success

Everyone is welcome at Handshake. We know diverse teams build better products and we are committed to creating an inclusive culture built on a foundation of respect for all individuals. We strongly encourage candidates from non-traditional backgrounds, historically marginalized or underrepresented groups to apply.

Your impact

We’re looking for a Manager of Enterprise Success to join our Employer Sales Team - working with top employers across the nation to drive their early talent recruiting strategy. You will serve as a leader for the Enterprise Segment of existing partnerships, reporting to the Senior Director of Customer Success. You’ll work closely with the team to ensure they achieve their goals, build relationships with executives, and drive customer retention and expansion from onboarding through renewal.

You’ll be instrumental in building and leading a world class Customer Success program for the category leading platform. This high-impact role combines equal parts people management, sales, relationship management leadership and customer satisfaction. The ideal candidate has a proven record of success managing revenue carrying individual contributors in SaaS technology companies.

Your role

• Lead a team of 6-8 Enterprise Customer Success Managers to successfully achieve our client’s goals while simultaneously carrying a team quota to reach our organization’s revenue goals
• Drive team to meet & exceed quarterly NDR and logo retention quotas
• Effectively tracks progress to goals - adoption, usage, and overall satisfaction (NPS)
• Maintain relationships with executives at our largest partners
• Assist team with renewals, identifying upsell opportunities and managing churn
• Act as the direct supervisor of a team of Customer Success Managers, leading them to achieve personal development goals and grow within the organization
• Build and maintain a library of training materials to onboard and develop team members
• Synthesize the voice of Enterprise customers from qualitative and quantitative feedback, share with leadership and cross-functional partners.
• Leverage data and feedback for client reporting and informing the product roadmap.
• Understand market trends and keep up-to-date with the latest developments and discussions impacting the industry.
• Work closely with cross functional partners (like Marketing, Finance, Sales Ops) on materials and initiatives that impact CSM function
• Work closely with cross functional teams to ensure client objectives are met and value is delivered via our product
• Monitor customer engagement and progress to goals. View customer satisfaction as a top priority
• Mentor, assist with account planning, performance management, metric pacing, pipeline generation, and forecasting for all team members

Your experience

• 5+ years’ SaaS enterprise CSM and/or post sales experience
• Minimum of 3+ years managing a team of individual contributors
• Proven track record of success with your own book of business, and regularly hitting individual and team goals
• Experience preparing renewal proposals, forecasting, and account planning
• Experience with an evangelical sale, selling non-discretionary software to executives at Fortune 500 companies
• Experience building process, identifying gaps and executing on relevant initiatives
• Experience using usage, data and results to demonstrate value
• An impeccable communicator with polished and professional sales presentation skills
• Desire to think analytically with a methodical approach to identifying challenges and measure impact, including the ability to use data to support strategy and create a story
• Ability to think systematically, identifying and building infrastructure, processes, and tools to drive efficiency and streamlined operations
• You thrive in a fast paced environment, appreciate and demonstrate flexibility as needed
• You react gracefully under pressure
• You’re a do-er with a bias towards action and creative problem-solving

Compensation range

• $184,500 - $205,000 OTE (80/20 split)

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

About us

Handshake is the career platform for Gen Z. With a community of over 17 million students, alumni, employers, and career educators, Handshake’s network is where career advice and discovery turn into first, second, and third jobs. Nearly 1 million companies use Handshake to build their future workforce—from Fortune 500 to federal agencies, school districts to startups, healthcare systems to small businesses. Handshake is built for where you’re going, not where you’ve been.

When it comes to our workforce strategy, we’ve thought deeply about how work-life should look at Handshake. With our hybrid-work model, employees benefit from collaboration and shared team experiences three days per week in our vibrant offices, and enjoy the flexibility of remote work two days per week. Handshake is headquartered in San Francisco, with offices in New York, London, and Berlin.

What we offer

At Handshake, we'll give you the tools to feel healthy, happy and secure.

Benefits below apply to employees in full-time positions.

• Equity and ownership in a fast-growing company.
• 16 Weeks of paid parental leave for birth giving parents & 10 weeks of paid parental leave for non-birth giving parents.
• Comprehensive medical, dental, and vision policies including LGTBQ+ Coverage. We also provide resources for Mental Health Assistance, Employee Assistance Programs and counseling support.
• Handshake offers $500/£360 home office stipend for you to spend during your first 3 months to create a productive and comfortable workspace at home.
• Generous learning & development opportunities and an annual $2,000/£1,500/€1,850 stipend for you to grow your skills and career.
• Financial coaching through Origin to help you through your financial journey.
• Monthly internet stipend and a brand new MacBook to allow you to do your best work.
• Monthly commuter stipend for you to expense your travel to the office (for office-based employees).
• Free lunch provided twice a week across all offices.
• Referral bonus to reward you when you bring great talent to Handshake.

(US-specific benefits, in addition to the first section)

• 401k Match: Handshake offers a dollar-for-dollar match on 1% of deferred salary, up to a maximum of $1,200 per year.
• All full-time US-based Handshakers are eligible for our flexible time off policy to get out and see the world. In addition, we offer 8 standardized holidays, and 2 additional days of flexible holiday time off. Lastly, we have a Winter #ShakeBreak, a one-week period of Collective Time Off.
• Family support: We partner with Milk Stork to provide comprehensive 100% employer-sponsored lactation support to traveling parents and guardians. Parental leave coaching and support provided by Parentaly.

(UK-specific benefits, in addition to the first section)

• Pension Scheme: Handshake will provide you with a workplace pension, where you will make contributions based on 5% of your salary. Handshake will pay the equivalent of 3% towards your pension plan, subject to qualifying earnings limits.
• Up to 25 days of vacation to encourage people to reset, recharge, and refresh, in addition to 8 bank holidays throughout the year.
• Regular offsites each year to bring the team together + opportunity to travel to our HQ in San Francisco.
• ️ Discounts across various high street retailers, cinemas and other social activities exclusively for Handshake UK employees.

(Germany-specific benefits, in addition to the first section)

• 25 days of annual leave + 5 days of a winter #ShakeBreak, a one-week period of Collective Time Off across the company.
• Regular offsites each year to bring the team together + opportunity to travel to our HQ in San Francisco once a year.
• Urban sports club membership offering access to a diverse network of fitness and wellness facilities.
• ️ Discounts across various high street retailers, cinemas and other social activities exclusively for Handshake Germany employees.

Looking for more? Explore our mission, values and comprehensive US benefits at joinhandshake.com/careers.

Handshake is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or reasonable accommodation, please reach out to us at people-hr@joinhandshake.com.

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