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Director, Customer and Scaled Success

Handshake

Handshake

Customer Service
San Francisco, CA, USA
Posted on Tuesday, April 4, 2023

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.

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.

If you are not sure that you’re 100% qualified, but up for the challenge – we want you to apply. We believe skills are transferable and passion for our mission goes a long way.

Your Impact:

We’re looking for a Director of Customer Success and Digital Success to join our Employer Customer Success Team - working with thousand+ employers in every industry across the nation to drive their early talent recruiting strategy. You will lead two existing teams - the Mid-market Customer Success Segment and our Professional Services team. You will also be tasked with building out a brand new Digital Success/Scalable Programs function that will scale our Customer Success expertise to drive adoption, maturity and retention by increasing the value of Handshake at every customer. A critical engine to reach the right people, at the right time, with the right resources across all customer segments, these multi-channel scalable programs will amplify the success of our customers, create business efficiencies and will allow our teams to focus on the most productive parts of their work.

This high-impact role combines equal parts people leadership, customer leadership, and strategy and digital marketing prowess. The ideal candidate has a proven record of success in building out impactful digital programs and leading high-performing customer success teams in a B2B SaaS tech company.

Your Role:

  • Lead two high-performing teams of customer-facing professionals: hire, develop, inspire, motivate and empower the teams to successfully achieve our client’s goals while also striving to reach our organization’s retention and revenue growth targets
  • Develop content and scalable multi-channel programs to support all phases of a customer lifecycle to ultimately maximize our customers’ value and ROI with Handshake
  • Leverage data to understand and drive our business, build new team processes and develop best practices aimed at improving customer experience and team’s effectiveness and efficiency
  • Have a mastery of the CSM role so as to best support the team – understand and explain performance data, provide talent acquisition consultation, deliver product training, and develop change-management programs to drive product adoption and customer value
  • Develop relationships with senior stakeholders of our customers, navigate complex situations, coach internal teams and make decisions leading to successful outcomes
  • Maintain deep understanding of Handshake and early career talent recruitment market; serve as the voice of the customer to influence Product roadmap and our customer servicing strategy
  • Work closely with cross-functional partners like Sales, Support, Education/University partnerships team, Marketing, Insights, Product, User Research, Enablement, RevOps, etc

Your Experience:

  • 1+ year of second-line leadership experience (managing team managers)
  • 5+ years of people leadership experience; passion for coaching and people development
  • 7+ years in Customer Success or Account Management working with the mid-market segment
  • Tangible and specific experience delivering effective customer-facing digital programs
  • Excellent content creation (with broad range of mediums and formats) and writing skills
  • Excellent executive-level communication skills with customers and internal stakeholders
  • Excellent data-driven problem solver, thrives in ambiguous fast-paced environment, anticipates challenges, and handles unknown gracefully
  • Track record of building out systems and processes to streamline operations
  • Track record of working successfully cross-functionally with all teams
  • Passion for our mission – launch careers and grow companies by making the best matches between companies and new graduates from all backgrounds
  • Eager to roll up your sleeves (regardless of title), you are a do-er with a bias for action

Compensation Range:

  • 225k-255k OTE

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 #1 place to launch a career with no connections, experience, or luck required. The platform connects up-and-coming talent with 750,000+ employers - from Fortune 500 companies like Google, Nike, and Target to thousands of public school districts, healthcare systems, and nonprofits. In 2022 we announced our $200M Series F funding round. This Series F fundraise and valuation of $3.5B will fuel Handshake’s next phase of growth and propel our mission to help more people start, restart, and jumpstart their careers.

When it comes to our workforce strategy, we’ve thought deeply about how work-life should look here at Handshake. With our Hub-Based Remote Working strategy, employees can enjoy the flexibility of remote work, whilst ensuring collaboration and team experiences in a shared space remains possible. Handshake is headquartered in San Francisco with offices in Denver, New York, London, and Berlin and teammates working globally.

Check out our careers site to find a hub near you!

What we offer

Benefits below apply to employees in full-time positions.

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

  • 💰 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 stipend for you to grow your skills and career.

(US Handshakers)

  • 🏦 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.

(UK Handshakers)

  • 🏦 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.

For roles based in Berlin, Poland, and Romania: Please ask your recruiter about region specific benefits.

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