Manager, Scaled Customer Success

New York, NYfull timeRemote

Apply on Employer Site

senior

$168k–$210k

H1B: no

Handshake Manager of Scaled Customer Success at Handshake leading a team of three Mid-Market Customer Success Managers and driving the tech-touch digital engagement strategy. Design AI-enabled workflows to improve customer engagement, team efficiency, and business outcomes.

Responsibilities

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 outcomes. In this role, you'll:
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
Desired Capabilities
5 to 8 years of relevant experience, including a strong Customer Success background

Qualification

Experience building or managing scaledStrong operational

Required

5 to 8 years of relevant experience including strong Customer Success background
People leadership experience with 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 evolving environments

Preferred

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

Benefits

Dental
Vision
401(k)
PTO
Equity/RSU
Parental Leave
Wellness

Company

Handshake

View company page

Source: ashby

Active within the past hour

Remote-friendly

More roles at Handshake

AI Red Teamer, Cybersecurity (Remote)

Remote (USA)

Senior Manager, Mid Market Sales

San Francisco, CA · Remote

AI Safety Policy Evaluator, Violence & Threats | Remote US

Remote (USA)

AI Safety Policy Evaluator, Violence & Threats | Seattle Onsite

Seattle, WA

Boost Your Interview Chances

Improve Resume Match Score

Free

Your Score

9.0

Strong Applicant

Must-Have Skills for This Role

Experience building or managing scaledStrong operational

Optimize my Resume

Apply Faster with Autofill

Free

Save your profile once. LumiJobs pre-fills the employer's application form so you stop re-typing the same answers on every site.

Apply With Autofill

Or skip LumiJobs's tools and submit directly on the employer's career site.

Apply on Employer Site