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Mid-Market Customer Success Manager

Handshake· Employer Revenue
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Hybrid (New York, NY)Full-timePosted 3w ago

About the role

Customer Success Manager focused on managing a portfolio of 60-75 Commercial segment accounts, driving onboarding, product adoption, renewal prevention, and growth opportunities in a hybrid New York, NY environment.

Responsibilities

  • Manage portfolio of roughly 60-75 accounts in our Commercial segment (SMB and Midmarket companies with <2500 employees).
  • Own customer onboarding, ensuring a seamless transition to our products or services.
  • Drive product adoption of Handshake through on-going guidance and training that align with each customer’s needs and objectives.
  • Build and nurture strong, relationships with various personas on the customer side; including Directors and above.
  • Develop and execute customer success plans, proactively identifying and mitigating churn risk, tracking progress, and adjusting as needed.
  • Run and maintain regular customer calls and Quarterly Business Reviews (QBRs).
  • Identify opportunities for upselling and cross-selling and surface these to Account Manager.
  • Collect customer feedback to advocate for their needs within the organization, collaborating with Product & Engineering to drive product improvement and enhancement.
  • Ensure customer renewals by demonstrating sustained value and partnering with Account Managers during the renewal process.
  • Take a proactive role in optimizing existing or building new processes & assets that enable the team to scale.

Qualifications

  • 3+ years in Customer Success, Account Management or Consulting.
  • 5+ years work experience.
  • Strong business acumen and deep knowledge of Customer Success practices.
  • Customer-centric mindset.
  • Exceptional presentation, communication, and interpersonal skills.
  • Ability to collaborate effectively with cross-functional team.
  • Analytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information to senior-level stakeholders.
  • Quick and agile work style with strong attention to detail.
  • Self-motivated with a positive attitude and excitement for work.
  • Comfortable learning and working in a start-up environment.
  • Experience in SaaS start-up a plus.
  • Experience in Recruiting a plus.

Skills

Required:Account managementCustomer onboardingSales awareness (upsell/cross-sell)

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 Oct 22, 2026. Interested? Apply on the company site.
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