Handshake
Manager, Scaled Customer Success
$168K–$210K
New York, NY +1 · Hybrid · Manager · Full-time · Posted Sep 2, 2026
- Location
- New York, NY
San Francisco, CA - Experience
- 5 to 8 years of relevant experience, including a strong Customer Success background.
About the job
Leads a team of three Mid-Market Customer Success Managers and builds Handshake’s digital, tech-touch Customer Success strategy to improve customer engagement and outcomes.
What you'll do
- Manage, coach, and develop three Mid-Market CSMs, setting team expectations and operating rhythms.
- Build digital Customer Success programs across onboarding, adoption, engagement, and risk mitigation, using customer and product data to tailor engagement.
- Design AI-enabled workflows and scalable processes; measure impact and collaborate cross-functionally to improve customer experience.
What they ask for
- People leadership experience, including 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.
Nice to have
- Experience in HR or recruiting technology.
- Experience partnering with Account Management or Sales on renewals, retention, and expansion.
Pay
$168K – $210K USD base salary
AI focus
Design and implement AI-enabled workflows to improve efficiency, personalization, and proactive customer support.
Model-written summary · the original posting is authoritative