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About the role
Key responsibilities & impact- Manage a portfolio of roughly 60–75 accounts in the Commercial segment
- Own customer onboarding and ensure a seamless transition to Handshake products or services
- Drive product adoption through ongoing guidance and training aligned with customer needs and objectives
- Build and nurture relationships with customer personas, including Directors and above
- Develop and execute customer success plans
- Proactively identify and mitigate churn risk, track progress, and adjust plans as needed
- Run and maintain regular customer calls and Quarterly Business Reviews (QBRs)
- Identify upselling and cross-selling opportunities and surface them to the Account Manager
- Collect customer feedback and advocate for customer needs internally
- Collaborate with Product and Engineering to drive product improvements and enhancements
- Ensure customer renewals by demonstrating sustained value and partnering with Account Managers
- Optimize existing or build new processes and assets that enable the team to scale
Requirements
What you’ll need- 3+ years in Customer Success, Account Management or Consulting
- 5+ years of work experience
- Strong business acumen and deep knowledge of Customer Success practices
- Customer-centric mindset
- Exceptional presentation, communication, and interpersonal skills
- Ability to collaborate effectively with cross-functional teams
- Analytical and data-driven thinking, including collecting, organizing, analyzing, and accurately summarizing significant amounts of information for senior-level stakeholders
- Quick and agile work style with strong attention to detail
- Self-motivated with a positive attitude and excitement for work
- Comfortable learning and working in a start-up environment
- Experience in SaaS start-ups is a plus
- Experience in recruiting is a plus
- Authorized to work lawfully in the United States
- Must be willing to work from the local office 3 days per week
Benefits
Comp & perks- Equity in a fast-growing company
- 401(k) match
- Competitive compensation
- Financial coaching
- Paid parental leave
- Fertility benefits
- Parental coaching
- Medical, dental, and vision insurance
- Mental health support
- $500 wellness stipend
- $2,000 learning stipend
- Ongoing development
- Internet allowance
- Commuting benefits
- Free lunch and gym in the San Francisco office
- Flexible PTO
- 15 holidays + 2 flex days
- Team outings
- Referral bonuses