Manager, Scaled Customer Success

Handshake

New York, NY

On-siteCareer-pivot friendly

Who this role is best for

Geared toward experienced Customer Success leaders comfortable with AI-enabled workflows and digital engagement strategies, with a focus on cross-functional collaboration in a New York-based, full-time role.

Best fit for

Experienced Customer Success leaders with a track record in coaching and scaling teams
— “People leadership experience and a track record of coaching and developing CSMs”
Candidates who have designed AI workflows to improve customer engagement or team efficiency
— “Experience designing or implementing AI-enabled workflows”
Individuals who have led tech-touch Customer Success programs in evolving environments
— “Experience building or managing scaled, tech-touch, or digital Customer Success programs”

Things to consider

This role requires managing a small team and creating repeatable programs in ambiguous settings
— “comfortable creating structure in ambiguous environments”
Candidates must be prepared to partner with multiple departments including Product and Sales
— “Partner with Product, Sales, Marketing, and other teams to improve the customer experience”

How to stand out

Highlight your experience in building scalable Customer Success processes and measuring their impact
— “Build scalable processes and measure their impact on customer health”
Emphasize your ability to use data for audience segmentation and engagement strategy
— “Use customer and product data to segment audiences and deliver the right mix of human and digital engagement”
Showcase your background in designing AI workflows that improve team efficiency or customer outcomes
— “Designed AI-enabled workflows that improve customer engagement, team efficiency, or business outcomes”

Pace · SteadyCollaboration · HighAutonomy · HighDecision Impact · Company

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

team development
digital engagement strategy
AI-enabled workflows
customer health metrics
cross-functional collaboration

Typical background

customer successoperationsproduct management

Skills & requirements

Required

Customer Success ManagementTeam ManagementDigital Engagement StrategyAi-enabled WorkflowsCustomer Segmentation

Preferred

HR TechnologyAccount Management

Stack & domain

AICustomer SuccessProduct ManagementData AnalysisTeam ManagementLeadershipCoachingCollaborationProblem-solvingCommunicationTechnology

About the role

Original posting from Handshake via Ashby

ABOUT HANDSHAKE
Handshake was founded on a simple belief that everyone deserves a path to a great career, regardless of where they went to school or who they know. Today, we power 25 million job seekers, 1 million+ employers, and 1,600 educational institutions.
In 2025, we started Handshake AI and built the fastest-growing AI data business in history. We work directly with frontier AI lab researchers to create evaluations, publish benchmarks, and push the boundary of data. We’ve grown from $0 to ~$1B run rate and pay ~$60M to over 30K individuals every month.
Why join Handshake now:
Shape how every career evolves in the AI economy, at global scale, with impact your friends, family and peers can see and feel
Partner hand-in-hand with world-class AI labs, Fortune 500 partners and the world’s top educational institutions
Work together with engineers, scientists, operators, and more from Palantir, Meta, Scale AI, and former YC founders
Build a massive, fast-growing business with billions in revenue
ABOUT THE ROLE
We are looking for a customer-focused, operationally minded leader to manage three Mid-Market Customer Success Managers and lead our tech-touch digital engagement strategy.
The ideal candidate is a strong coach with experience building scaled Customer Success programs. They are comfortable creating structure in ambiguous environments and have designed AI-enabled workflows that improve customer engagement, team efficiency, or business outcomes. In this role, you'll:
Manage, coach, and develop a team of three Mid-Market CSMs
Establish clear expectations, operating rhythms, and performance standards for a developing team
Build and evolve our digital Customer Success motion across onboarding, adoption, engagement, and risk mitigation
Use customer and product data to segment audiences and deliver the right mix of human and digital engagement
Design and implement AI-enabled workflows that improve efficiency, personalization, and proactive customer support
Build scalable processes and measure their impact on customer health, adoption, retention, and team performance
Partner with Product, Sales, Marketing, and other teams to improve the customer experience
Bring structure to ambiguity and turn ideas into repeatable programs
DESIRED CAPABILITIES
5 to 8 years of relevant experience, including a strong Customer Success background
People leadership experience and a track record of coaching and developing CSMs
Experience building or managing scaled, tech-touch, or digital Customer Success programs
Hands-on experience designing or implementing AI-enabled workflows
Strong operational, analytical, and cross-functional collaboration skills
Comfort building new programs in an evolving environment
EXTRA CREDIT
Experience in HR or recruiting technology
Experience partnering with Account Management or Sales on renewals, retention, and expansion
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
🍼 Family Support: Paid parental leave, fertility benefits, parental coaching
💝 Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend
📚 Growth: $2,000 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
Explore our mission, values, and comprehensive US benefits at joinhandshake.com/careers http://joinhandshake.com/careers. http://joinhandshake.com/careers.Your

Source: Handshake careers (Ashby)