Relationship Manager, Scaled

About the role

Join the Education Success Team to ensure the satisfaction and retention of Handshake's educational partners. This role focuses on developing scalable engagement strategies and acting as the voice of the customer to enhance product adoption and overall partner success. You will collaborate across departments to deliver an exceptional customer experience and drive business growth through renewals and expansions.

Key facts

What you'll do

• Answer daily questions about the Handshake product and help partners resolve data issues.
• Increase product adoption and usage among career center partners.
• Collect and share best practices for partners to maximize student engagement on the platform.
• Understand the higher education and career services landscape, including operations and metrics.
• Advise education partners on adapting their workflows to Handshake for student success.
• Address detailed inquiries using technical product knowledge and strategic understanding of Handshake's goals.
• Manage core relationships and ensure the success of a specific segment of education partners.
• Build and maintain trusting relationships with key partners and stakeholders.
• Implement regular and on-demand customer touchpoints.
• Oversee successful onboarding for new partners in your portfolio.
• Aim for high and swift renewal rates, managing contracts and security requests.
• Drive customer value from the product and implement scalable solutions for a large client base.
• Track subjective health assessments alongside data-driven account health scores.
• Use data to identify at-risk accounts and create action plans.
• Work with other Handshake teams to meet customer needs efficiently.
• Monitor account trends via data reports and dashboards, taking necessary actions to maintain account health.
• Provide project management for internal and external strategic initiatives.
• Conduct implementation calls and training webinars for education partners.
• Offer advice based on industry trends, HigherEd developments, relationship history, and product insights.
• Help scale, develop, document, and train peers on internal processes.
• Assist in creating marketing content for education partners.
• Develop topics, formats, and audiences for targeted and scaled programming.

Requirements

• 2+ years of customer success experience.
• Proven experience with SaaS and ability to quickly learn new technology stacks.
• Experience managing a large book of business and implementing scalable account support solutions.
• Experience building customer relationships and navigating complex conversations.
• Highly articulate, polished, and professional communication skills.
• Ability to prioritize workload while maintaining high attention to detail.
• Ability to quickly internalize and incorporate changing messaging into customer conversations.
• Highly curious with a "discovery" mindset.
• High degree of technical aptitude.
• Ability to think critically and empathetically about customer needs.
• Contributes positively to a team environment with enthusiasm and collaboration.
• Adaptable to evolving business needs and willing to improve processes.
• Analytical and methodical approach to identifying challenges and measuring impact.
• Capable of driving customer onboarding, implementation, and consultation.
• Extremely detail-oriented and diligent.
• Able to receive feedback maturely and iterate quickly for continuous improvement.
• Able to use business acumen to guide prioritization.
• Highly intuitive with high emotional intelligence.
• Able to strategize independently.
• Able to think critically about customer needs.
• Able to provide ideas for improving internal team structure.

Practical notes

Handshake offers equity, a 401(k) match, paid parental leave, fertility benefits, medical/dental/vision, mental health support, a $500 wellness stipend, a $2,000 learning stipend, flexible PTO, 15 holidays plus 2 flex days, internet/commuting stipends, free lunch/gym in the SF office, team outings, and referral bonuses. This role is full-time and on-site.