Senior Enterprise Customer Success Manager

About the Role

Reporting to the Senior Manager of Enterprise Customer Success, you’ll be a strategic partner and long-term point of contact for our enterprise employer partners. You’ll help them hit their hiring goals, drive adoption across their recruiting teams, and make sure they see clear value from Handshake. You’ll build strong relationships, learn each customer’s business deeply, and work proactively to maximize their return on investment. Internally, you’ll be the voice of the customer, working with teams across Handshake to advocate for customer needs and find opportunities for growth.

What You’ll Do

• Own a book of 20-25 enterprise accounts, with accountability for gross retention and expansion
• Partner with Sales to identify, qualify, and close expansion opportunities across products and business units
• Run executive business reviews that connect platform usage to the customer’s hiring outcomes and business priorities
• Build multi-threaded relationships from recruiters and Rec Ops up to TA leadership and executive sponsors
• Use product and usage data to spot adoption gaps and drive enablement that changes recruiter behavior
• Bring structured customer feedback to Product and advocate for roadmap priorities that matter to enterprise accounts

Desired Capabilities

• 5+ years in Customer Success, including 2+ years managing enterprise accounts with direct renewal and expansion accountability
• A track record of retaining at-risk accounts and growing revenue within an existing book
• Strong business acumen: you can translate usage data into an executive narrative about ROI and outcomes
• Executive presence, with exceptional presentation and written communication skills
• An analytical, data-driven approach: you synthesize complex information into clear recommendations for senior stakeholders
• Strong cross-functional collaboration skills, with a bias toward ownership and follow-through
• Comfort using AI tools to work faster and serve customers better

Extra Credit

• Experience in recruiting, talent acquisition, or HR technology, with fluency in how TA teams operate and measure success
• Experience in a high-growth SaaS company
• Familiarity with CS platforms such as Vitally or Gainsight, and with Salesforce

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, wellness stipend
• Growth: 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