Manager, Scaled Customer Success
- Location
- New York, NY (Remote) · On-site
- Job type
- Full-time
- Level
- Lead / Staff
- Experience
- 5+ years
- Listed
- 31 days ago
Skills & highlights for this role
- customer success program design
- AI-enabled workflows
- operational analytics
- CSM team coaching
Also useful
- HR tech
- recruiting technology
Stated benefits & perks
- Health
- Dental
- Vision
- 401k match
- Paid parental leave
About the Role
We are looking for a customer-focused, operationally minded leader to manage three Mid-Market Customer Success Managers and lead our tech-touch digital engagement strategy.
The ideal candidate is a strong coach with experience building scaled Customer Success programs. They are comfortable creating structure in ambiguous environments and have designed AI-enabled workflows that improve customer engagement, team efficiency, or business outcomes. In this role, you'll:
- 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
Desired Capabilities
- 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
Extra Credit
- Experience in HR or recruiting technology
- Experience partnering with Account Management or Sales on renewals, retention, and expansion
Perks
- 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
Benefits
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
About Handshake
Handshake was founded on a simple belief that everyone deserves a path to a great career, regardless of where they went to school or who they know. Today, we power 25 million job seekers, 1 million+ employers, and 1,600 educational institutions.
In 2025, we started Handshake AI and built the fastest-growing AI data business in history. We work directly with frontier AI lab researchers to create evaluations, publish benchmarks, and push the boundary of data. We’ve grown from $0 to ~$1B run rate and pay ~$60M to over 30K individuals every month.
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
- Partner hand-in-hand with world-class AI labs, Fortune 500 partners and the world’s top educational institutions
- Work together with engineers, scientists, operators, and more from Palantir, Meta, Scale AI, and former YC founders
- Build a massive, fast-growing business with billions in revenue
From Handshake's careers page, first listed on Rolev.ai on October 10, 2026. Rolev.ai is not the employer.
How Rolev.ai helps with this application
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Similar roles
All Human Resources Manager jobsCommon questions
Where is the Manager, Scaled Customer Success job at Handshake located?
Yes, this Manager, Scaled Customer Success opening at Handshake is listed as New York, NY (Remote) (On-site). Always check Handshake's application page for specific state eligibility or relocation policies.
What qualifications are required for Manager, Scaled Customer Success at Handshake?
For the Manager, Scaled Customer Success role, Handshake highlights 5+ years of relevant experience; experience with customer success program design, AI-enabled workflows, operational analytics, CSM team coaching. Rolev.ai can score your existing resume against these requirements and show any skill gaps before you apply.
How do I apply for the Manager, Scaled Customer Success position at Handshake?
This listing links directly to Handshake's Ashby application page. You can apply directly on Handshake's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Ashby application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.