Handshake
Scaled Customer Success Manager, Education Success
🇺🇸 San Fransisco, CA
🕑 Full-Time
💰 $105,000 - $120,000
💻 Customer Success
🗓️ April 11th, 2024
Higher Ed SaaSYour impact
Your role
- Product Knowledge
- Answering questions regarding the Handshake product daily
- Identifying, diagnosing, and helping customers resolve data health issues
- Expanding and deepening product adoption and usage amongst your career center partners
- Gathering, documenting, and sharing best practices on how education partners can better leverage the platform to drive student engagement
- Deeply learning and understanding the higher education and career services space (operations, structure, and metrics)
- Consulting with education partners on their workflows to help them adapt their processes to the Handshake product and achieve student success
- Responding to detailed inquiries that require leveraging technical product knowledge combined with your strategic understanding of Handshake and our goals
- Relationship Management
- Owning the core/executive relationships and ultimate success with a defined segment of education partners
- Cultivating meaningful, trusting relationships with key partners and relevant stakeholders
- Effectively navigating a complex and nuanced set of relationships to build and maintain trust at scale
- Implementing the program of recurring and on-demand touchpoints with customers
- Partner Success, Health, and Retention
- Ensuring successful implementation for all new partners in your book of business
- Ensuring high and swift renewal rates. This may include the management of detailed contracts and security requests that are nuanced to each partner
- Driving customer value from the product
- Implementing and executing scalable solutions to support a large book of business
- Tracking detailed subjective health assessments to pair with data-driven account health score.
- Leveraging data to proactively identify at risk accounts and implement action plans
- Collaborating across the Handshake organization to ensure that customer needs are met in an efficient and timely manner
- Understanding trends with your accounts via data reporting and dashboards and taking appropriate actions to keep account health high
- Providing effective project management for both internal and external strategic initiatives
- Executing implementation calls and training webinars with your education partners and relevant stakeholders
- Using Industry landscape, current HigherEd trends, historical relationship health and product to articulate/advice/suggest clear actions
- Operations and Marketing
- Helping scale, develop, document and peer-train on internal processes to support users & peers
- Assisting with content creation for marketing collateral to education partners
- Developing the relevant topic, format and audience for targeted and scaled programming
Your experience
- 2+ years of Customer Success experience
- Proven experience with SaaS and ability to quickly learn tech stack
- Experience working with a large book of business and implementing scalable solutions to support accounts
- Experience building relationships with customers and navigating complex or difficult conversations
- Highly articulate, polished, and professional communicator
- Ability to prioritize workload while maintaining high attention to detail
- Ability to internalize changing messaging and rapidly incorporate into customer conversations
- Highly curious with “discovery” mindset
- High degree of technical aptitude
- Ability to think critically and empathetically about the customer’s needs
- Add value to a team environment by demonstrating enthusiasm and a collaborative spirit
- Adaptable to evolving business needs and willingness to contribute to process improvement
- Analytical, methodical approach to identifying challenges and measuring impact.
- Able to drive customer onboarding, implementation and consultation
- Extremely detail-oriented and diligent
- Able to receive feedback maturely and iterate quickly to continuously improve
- Able to leverage business acumen to guide prioritization
- Highly intuitive and high EQ
- Able to strategize independently
- Able to think critically about the customer’s needs
- Able to provide ideas for improving internal team structure
Bonus areas of expertise
- Experience with the Handshake platform
Compensation range
- $105,000 - $120,000 + Equity
About us
What we offer
- 💰 Equity and ownership in a fast-growing company.
- 🍼 16 Weeks of paid parental leave for birth giving parents & 10 weeks of paid parental leave for non-birth giving parents.
- 💝 Comprehensive medical, dental, and vision policies including LGTBQ+ Coverage. We also provide resources for Mental Health Assistance, Employee Assistance Programs and counseling support.
- 💻 Handshake offers $500/£360 home office stipend for you to spend during your first 3 months to create a productive and comfortable workspace at home.
- 📚 Generous learning & development opportunities and an annual $2,000/£1,500/€1,850 stipend for you to grow your skills and career.
- 💰 Financial coaching through Origin to help you through your financial journey.
- 🛜 Monthly internet stipend and a brand new MacBook to allow you to do your best work.
- 🚃 Monthly commuter stipend for you to expense your travel to the office (for office-based employees).
- 🥗 Free lunch provided twice a week across all offices.
- 🤝 Referral bonus to reward you when you bring great talent to Handshake.
- 🏦 401k Match: Handshake offers a dollar-for-dollar match on 1% of deferred salary, up to a maximum of $1,200 per year.
- 🏝 All full-time US-based Handshakers are eligible for our flexible time off policy to get out and see the world. In addition, we offer 8 standardized holidays, and 2 additional days of flexible holiday time off. Lastly, we have a Winter #ShakeBreak, a one-week period of Collective Time Off.
- 🍼 Lactation support: Handshake partners with Milk Stork to provide a comprehensive 100% employer-sponsored lactation support to traveling parents and guardians.
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