Mid-Market Customer Success

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About Handshake

Handshake is the career network for the AI economy. 20 million knowledge workers, 1,600 educational institutions, 1 million employers (including 100% of the Fortune 50), and every foundational AI lab trust Handshake to power career discovery, hiring, and upskilling, from freelance AI training gigs to first internships to full-time careers and beyond. This unique value is leading to unparalleled growth; in 2025, we tripled our ARR at scale.
Why join Handshake now:
* Shape how every career evolves in the AI economy, at global scale, with impact your friends, family and peers can see and feel
* Work hand-in-hand with world-class AI labs, Fortune 500 partners and the world's top educational institutions
* Join a team with leadership from Scale AI, Meta, xAI, Notion, Coinbase, and Palantir, among others
* Build a massive, fast-growing business with billions in revenue

The Role

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.

You Have

* 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

We Offer

Handshake delivers benefits that help you feel supported and thrive at work and in life.
The below benefits are for full-time US employees.
🎯 Ownership: Equity in a fast-growing company
💰 Financial Wellness: 401(k) match, competitive compensation, financial coaching
🍼 Family Support: Paid parental leave, fertility benefits, parental coaching
💝 Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend
📚 Growth: $2,000 learning stipend, ongoing development
💻 Remote & Office: Internet, commuting, and free lunch/gym in our SF office
🏝 Time Off: Flexible PTO, 15 holidays + 2 flex days
🤝 Connection: Team outings & referral bonuses
Explore our mission, values, and comprehensive US benefits at joinhandshake.com/careers