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Manager, Scaled Customer Success

Handshake· Employer Revenue
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Hybrid (New York, NY), Hybrid (San Francisco, CA)$168k - $210kFull-timePosted 1mo ago

About the role

Customer-focused, operationally minded leader responsible for managing three Mid-Market Customer Success Managers and leading the tech-touch digital engagement strategy. Builds scaled CSM programs, designs AI-enabled workflows, and collaborates cross-functionally to improve customer health, adoption, retention, and team performance.

Responsibilities

  • 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

Qualifications

  • 5 to 8 years of relevant experience, including a strong Customer Success background
  • People leadership experience and a track record of 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 an evolving environment

Skills

Required:Team leadershipScaled/tech-touch customer successAI-enabled workflowsOperational analytics

Benefits

  • 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
Last updated Sep 24, 2026. Interested? Apply on the company site.
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