Director – Customer and Scaled Success
Posted on 5/20/2023
INACTIVE
Handshake

501-1,000 employees

Career launch platform connecting students with employers
Company Overview
Handshake stands out as a leading career platform, bridging the gap between over 13 million students and alumni from diverse educational backgrounds and more than 850,000 employers worldwide, including Fortune 500 companies and public institutions. The company's culture fosters inclusivity and accessibility, enabling individuals to launch their careers regardless of their connections or experience. With a robust technical platform that simplifies the application process and a global presence, Handshake demonstrates industry leadership in connecting talent with opportunity.
Education

Company Stage

Series F

Total Funding

$434M

Founded

2014

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

-4%

1 year growth

-1%

2 year growth

19%
Locations
San Francisco, CA, USA • New York, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • 1+ year of second-line leadership experience (managing team managers)
  • 5+ years of people leadership experience; passion for coaching and people development
  • 7+ years in Customer Success or Account Management working with the mid-market segment
  • Tangible and specific experience delivering effective customer-facing digital programs
  • Excellent content creation (with broad range of mediums and formats) and writing skills
  • Excellent executive-level communication skills with customers and internal stakeholders
  • Excellent data-driven problem solver, thrives in ambiguous fast-paced environment, anticipates challenges, and handles unknown gracefully
  • Track record of building out systems and processes to streamline operations
  • Track record of working successfully cross-functionally with all teams
  • Passion for our mission - launch careers and grow companies by making the best matches between companies and new graduates from all backgrounds
  • Eager to roll up your sleeves (regardless of title), you are a do-er with a bias for action
Responsibilities
  • Lead two high-performing teams of customer-facing professionals: hire, develop, inspire, motivate and empower the teams to successfully achieve our client's goals while also striving to reach our organization's retention and revenue growth targets
  • Develop content and scalable multi-channel programs to support all phases of a customer lifecycle to ultimately maximize our customers' value and ROI with Handshake
  • Leverage data to understand and drive our business, build new team processes and develop best practices aimed at improving customer experience and team's effectiveness and efficiency
  • Have a mastery of the CSM role so as to best support the team - understand and explain performance data, provide talent acquisition consultation, deliver product training, and develop change-management programs to drive product adoption and customer value
  • Develop relationships with senior stakeholders of our customers, navigate complex situations, coach internal teams and make decisions leading to successful outcomes
  • Maintain deep understanding of Handshake and early career talent recruitment market; serve as the voice of the customer to influence Product roadmap and our customer servicing strategy
  • Work closely with cross-functional partners like Sales, Support, Education/University partnerships team, Marketing, Insights, Product, User Research, Enablement, RevOps, etc
  • 🏦 Pension Scheme: Handshake will provide you with a workplace pension, where you will make contributions based on 5% of your salary. Handshake will pay the equivalent of 3% towards your pension plan, subject to qualifying earnings limits
  • 🏝 Up to 25 days of vacation to encourage people to reset, recharge, and refresh, in addition to 8 bank holidays throughout the year