Senior Enterprise Customer Success Manager

• Reporting to the Senior Manager of Enterprise Customer Success, you’ll be a strategic partner and long-term point of contact for our enterprise employer partners
• You’ll help them hit their hiring goals, drive adoption across their recruiting teams, and make sure they see clear value from Handshake
• You’ll build strong relationships, learn each customer’s business deeply, and work proactively to maximize their return on investment
• Internally, you’ll be the voice of the customer, working with teams across Handshake to advocate for customer needs and find opportunities for growth
• Own a book of 20-25 enterprise accounts, with accountability for gross retention and expansion
• Partner with Sales to identify, qualify, and close expansion opportunities across products and business units
• Run executive business reviews that connect platform usage to the customer’s hiring outcomes and business priorities
• Build multi-threaded relationships from recruiters and Rec Ops up to TA leadership and executive sponsors
• Use product and usage data to spot adoption gaps and drive enablement that changes recruiter behavior
• Bring structured customer feedback to Product and advocate for roadmap priorities that matter to enterprise accounts

Benefits

• Health Insurance: Comprehensive medical , dental, and vision coverage
• Fertility and family forming: Through a partnership, Handshake offers comprehensive family benefits, including infertility treatments and a $15K stipend, to its employees.
• LGTBQ+ coverage: All medical plans cover transgender services.
• Mental health: Discounts on a variety of wellness apps and an Employee Assistance Program with access to five free counseling sessions.
• Tax savings: Tax-advantaged benefits to save money on healthcare, dependent care, and other expenses.
• Life & disability insurance: Essential benefits and automatic coverage with basic life insurance, plus short-term and long-term disability coverage.
• 401k match: Dollar-for-dollar match up to 1% of pay, with a max of $1,200 per year.
• Equity: Our equity program includes grants at hire, refresher grants after two years of tenure, and grants alongside promotions.
• Financial management: Handshake partners to provide free professional financial planning services.
• Learning & development: Employees are provided with an annual stipend to use towards professional development, career development workshops, manager trainings, and 1-on-1 coaching through external partnerships
• Community leader support: Employee Resource Group leaders are compensated with a quarterly bonus for the high-impact work the role requires
• Parental leave: Leaves of 16 weeks for birth-giving parents and 10 weeks for non-birth-giving parents; the policy applies to adoptions as well. Handshake also partners to provide one-on-one coaching on preparing for leave and coming back from leave
• Flexible time off: No accrued time off or waiting period to take vacation. Two paid flexible holiday days off to observe holidays that closely align with religious, cultural, and personal needs
• Sabbatical: Paid six-week sabbatical to recharge and reset beginning at six years of continuous, full-time employment, and every four years thereafter
• Volunteer time off: Two days off for social and civil activism, volunteer work, and/or any related activities, including attending and participating in protests

• 5+ years in Customer Success, including 2+ years managing enterprise accounts with direct renewal and expansion accountability
• A track record of retaining at-risk accounts and growing revenue within an existing book
• Executive presence, with exceptional presentation and written communication skills
• Strong business acumen: you can translate usage data into an executive narrative about ROI and outcomes
• Comfort using AI tools to work faster and serve customers better
• Strong cross-functional collaboration skills, with a bias toward ownership and follow-through
• An analytical, data-driven approach: you synthesize complex information into clear recommendations for senior stakeholders
• Experience in recruiting, talent acquisition, or HR technology, with fluency in how TA teams operate and measure success
• Experience in a high-growth SaaS company
• Familiarity with CS platforms such as Vitally or Gainsight, and with Salesforce