Enterprise Customer Success Manager

About the role

In this position, you will collaborate closely with Handshake's enterprise employer partners to assist them in meeting their hiring goals. Your primary responsibility will be to ensure that these partners are effectively utilizing the Handshake platform and recognizing its benefits. As a pivotal point of contact, you will cultivate strategic relationships with key stakeholders and customize solutions that cater to their unique requirements.

Key facts

What you'll do

• Develop and sustain strong relationships with senior stakeholders at customer organizations to gain insights into their business objectives.
• Provide expert guidance and training to employer partners on best practices for early talent recruitment and the effective use of Handshake workflows.
• Analyze data to inform decision-making processes and enhance strategies aimed at maximizing return on investment in early talent recruiting.
• Collaborate with multiple internal teams, including Sales, Product, and Marketing, to ensure alignment and support for customer initiatives.
• Convert customer business needs into actionable and effective solutions within the Handshake platform.
• Monitor customer engagement and satisfaction levels, proactively addressing any issues that may arise.
• Conduct regular business reviews with clients to assess progress against goals and identify opportunities for further collaboration.
• Stay updated on industry trends and competitive landscape to provide informed insights to customers.
• Assist in the development of customer success strategies that align with Handshake's overall business objectives.
• Facilitate the onboarding process for new enterprise partners, ensuring a smooth transition and integration into the Handshake ecosystem.
• Act as a voice of the customer within Handshake, providing feedback to product teams based on customer experiences and needs.
• Drive initiatives that enhance customer retention and promote long-term partnerships.

Requirements

• A minimum of 4 to 6 years of experience in Customer Success, Strategic Consulting, or Account Management roles.
• Experience should be within a rapidly growing B2B SaaS, AI, or technology-focused organization.
• Demonstrated ability to build trust quickly and manage projects with efficiency and effectiveness.
• Proven capability to navigate between high-level strategic planning and detailed tactical execution.
• Excellent communication skills, both verbal and written, with the ability to present complex information clearly.
• Strong problem-solving skills and a proactive approach to addressing challenges faced by customers.

Nice to have

• Experience in leading meetings and delivering product training sessions to external clients.
• A collaborative mindset that fosters teamwork and cooperation across various departments.
• A solid technical background that enables effective communication with both technical and non-technical stakeholders.
• Familiarity with proposing and implementing process improvements to enhance team productivity.

Skills & tools

• Proficient in data analysis to support informed decision-making.
• Strong project management abilities to oversee multiple initiatives simultaneously.
• Expertise in managing stakeholder relationships to ensure customer satisfaction and loyalty.

Practical notes

Handshake offers a comprehensive benefits package that includes equity options, a 401(k) matching program, paid parental leave, and medical, dental, and vision insurance. Additional perks include mental health support, a wellness stipend of $500, a $2,000 learning stipend for professional development, flexible paid time off, 15 holidays plus 2 additional flex days, and stipends for internet and commuting expenses. Employees also enjoy complimentary lunch and access to a gym at the San Francisco office.

This role is an excellent opportunity for someone looking to make a significant impact in the realm of customer success while working in a dynamic and innovative environment. If you are passionate about helping organizations achieve their hiring goals and thrive in a collaborative setting, we encourage you to apply for the Enterprise Customer Success Manager position at Handshake.

About the company

Handshake is a career community for college students and recent graduates. Founded in 2014, Handshake connects students at over 1,400 educational institutions with employers for internships and entry-level jobs.