Strategic Customer Success Manager

Summary

Join Handshake's Employer Success Team as a Strategic Customer Success Manager, responsible for managing and growing a portfolio of Fortune 100 and larger accounts. You will drive product adoption, ensure value realization, and manage change within these strategic accounts. This role requires building strong relationships with senior stakeholders, aligning on business objectives, and developing tailored workflows. The ideal candidate possesses extensive experience in managing high-touch accounts, strong communication skills, and data-driven decision-making abilities. A competitive compensation package and comprehensive benefits are offered, including equity, parental leave, and various wellness programs.

Requirements

• 5+ years experience managing large, high-touch accounts with multiple points of contact
• Worked with Strategic customers: Fortune 50 - Fortune 200 - Managing $3M+ ARR
• Experience speaking to Senior leaders and decision makers (both virtual and live onsite meetings)
• Ability to work with a variety of different levels of individuals and teams (internally and externally)
• Ability to lead tactical conversations with end users and strategic visionary discussions with executives
• Ability to take tactical workflows and translate them into business value discussions with senior executives
• Ability to influence usage and adoption for users with limited technical experience
• Accountability with customers: Ability to hold customers accountable to metrics and milestones and keep projects moving forward
• Data Driven: Be able to give tangible examples when discussing data, and create compelling stories with data
• Time management, organizational skills, ability to manage complex accounts with several stakeholders
• Be a dynamic communicator who can resonate with audiences
• Must be willing to travel 20% of the time

Responsibilities

• Driving adoption and deep product usage across complex organizations and with multiple users and stakeholders
• Leading onboarding and implementations of Handshake for accounts from start to finish and developing workflows and programs to achieve early talent goals. (12-15 accounts)
• Align on success metrics and drive value based on attribution to large customers
• Understanding what makes a customer successful against their goals
• Working cross-functionally & leveraging appropriate teams when necessary (specifically sales, product, engineering, marketing and support)
• Leading training with large-scale teams and can take a complex tool and educate usage in a digestible manner
• Identify and help expand Handshake use cases with new business units or products

Preferred Qualifications

• Familiarity with early talent or Talent acquisition space and its challenges
• Is able to deal with ambiguity, be agile and have a solutions-oriented approach to problem-solving
• Takes creative approaches to solving problems
• Has created internal processes in the past to upskill their team
• Can be tactical but also think strategically and big picture
• Motivated by an opportunity to make an impact

Benefits

• $175,000 - $200,000 per year OTE (80/20 split) + Equity
• 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
• 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
• 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
• 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
• Equity and ownership in a fast-growing company
• Hybrid work model: three days per week in the office, two days remote