Handshake
Mid-Market Customer Success Manager
🇺🇸 New York City, NY
🕑 Full-Time
💰 TBD
💻 Customer Success
🗓️ January 11th, 2026
Edtech.com's Summary
- Manage up to 125 mid-market customers using a high-impact prioritization framework.
- Use Gainsight and data analysis to focus time on high-value customer engagements.
- Conduct intensive consulting for accounts with low adoption or high risk to improve outcomes.
- Lead webinars, group training sessions, and facilitate twice-weekly office hours.
- Collaborate with Account Managers on strategy sessions, serving as product and adoption expert.
- Collect and synthesize customer feedback to inform product prioritization for mid-market employers.
- Require 2+ years of SaaS Customer Success experience and ability to manage a large book of business.
- Skills in proactive outreach based on usage dashboards and low adoption trends are essential.
- Experience working collaboratively with sales or account management teams.
- Compensation includes equity, 401(k) match, competitive salary, and extensive benefits such as paid parental leave, wellness programs, and flexible PTO.
Mid-Market Customer Success Manager Full Description
About Handshake
Handshake is building the career network for the AI economy, backed by the largest and most trusted job network on the internet. As the only three-sided job marketplace connecting 18 million knowledge workers, 1,500 educational institutions, and 1 million employers, Handshake powers career discovery, hiring, and upskillingâfrom first internships to full-time roles, freelance work to gig work, and beyond.
Founded in 2014, weâve built the most trusted platform for early talentâowning the college-to-career market and powering nearly every career center. Today weâre building on that foundation to help students and early professionals upskill or reskill for the future.
Nowâs a great time to join Handshake. Hereâs why:
Category Leader: Over 92% coverage across US universities & 77% of total US university student population.
Proven Market Demand: Deep employer partnerships across Fortune 500s and the worldâs leading AI research labs.
World-Class Team: Leadership from Scale AI, Open AI, xAI, Notion, Coinbase, and Palantir, just to name a few.
Capitalized & Scaling: $434M raised with a $175M+ run rate.
About the Role
As a Mid-Market CSM, you are a strategic value driver focused on maximizing product adoption, mitigating risk, and delivering measurable ROI. In this role, you will manage a portfolio of up to 125 customers by applying a high-impact prioritization framework. You will partner closely with Mid-Market Account Managers in a âdivide and conquerâ model, using data to identify where your expertise can most effectively de-risk a renewal or unlock new value.
Beyond high-touch strategic guidance for priority accounts, you will be a key contributor to building a more efficient and scalable approach to supporting our customers. You will design and execute repeatable playbooks and experiment with one:many approaches including webinars for your book of business and office hours. All designed to ensure that every partner in your portfolio has a clear path to hiring success.
Data-driven prioritization: Use data (Gainsight) and prioritization model to ensure your time is spent where it can move the needle most
High-impact engagement: Conduct short-term, intensive consulting engagements for accounts with low adoption or high risk, focusing on specific outcomes like job posting quality or recruiter engagement
Scale the success journey: Facilitate twice-weekly Office Hours and contribute to webinar program
Partner on Value Reviews: Collaborate with AMs on strategy sessions for select accounts, acting as the product and adoption expert while the AM leads the commercial relationship.
Voice of the Customer: Synthesize feedback from your high-volume portfolio to help the Product team prioritize features that solve common mid-market employer pain points.
Desired Capabilities
2+ years in SaaS Customer Success
Proven ability to manage a large book of business by deciding where to go "deep" vs. where to use "one-to-many" tactics
Comfortable leading webinars, group trainings, or virtual office hours for a diverse audience of recruiters and hiring managers
Able to look at a usage dashboard, identify a "Low Adoption" trend, and proactively reach out with a prescriptive plan to fix it
You enjoy working in an evolving environment and are excited to help build the playbooks that will define the future of the MM team
Experience working in a collaborative model with Account Managers or Sales counterparts
Perks
Handshake delivers benefits that help you feel supportedâand thrive at work and in life.
The below benefits are for full-time US employees.
ð¯ Ownership: Equity in a fast-growing company
ð° Financial Wellness: 401(k) match, competitive compensation, financial coaching
ð¼ Family Support: Paid parental leave, fertility benefits, parental coaching
ð Wellbeing: Medical, dental, and vision, mental health support, wellness stipend
ð Growth: Learning stipend, ongoing development
ð» Remote & Office: Internet, commuting, and free lunch/gym in our SF office
ð Time Off: Flexible PTO, 15 holidays + 2 flex days
ð¤ Connection: Team outings & referral bonuses
Explore our mission, values, and comprehensive US benefits at joinhandshake.com/careers.
