Customer Success • Lead

Who you are

You have extensive experience in customer engagement and management, ideally in a technology or SaaS environment. Your leadership skills are proven, as you've successfully managed teams and driven customer success initiatives. You understand the importance of building strong relationships with clients and have a track record of achieving high customer satisfaction and retention rates. You thrive in high-pressure environments and are comfortable working with senior leaders and C-level executives. Your strategic mindset allows you to set and execute on goals that align with business objectives. You are adaptable and can navigate the fast-changing landscape of AI and technology.

Desirable

Experience in the AI or technology sector is a plus, as is familiarity with SaaS business models. You may have a background in sales or business development, which enhances your understanding of customer needs and market dynamics. A strong network within the industry can also be beneficial as you engage with key stakeholders.

What you'll do

As the Head of Engagement Management, you will oversee the Engagement function for Handshake AI, managing a team of Engagement Managers who are responsible for the company's largest and most strategic customers. You will set the strategy for customer engagement, focusing on how to land, expand, and retain clients effectively. Your role will involve direct interaction with senior leaders at Handshake and C-level counterparts at customer organizations, ensuring that you maintain high visibility and accountability for revenue and adoption metrics. You will lead initiatives to enhance customer experience and satisfaction, driving the adoption of Handshake AI solutions across your portfolio. You will also be responsible for hiring, training, and developing your team, fostering a culture of excellence and high performance. Your leadership will be crucial in scaling the Engagement Management team and ensuring that they meet the evolving needs of customers in a rapidly changing environment.

What we offer

Handshake provides a comprehensive benefits package, including medical, dental, and vision coverage, as well as mental health support. You will receive a wellness stipend to promote your well-being and a learning stipend to support your professional development. The company offers a flexible work environment with options for remote and in-office work, including perks like free lunch and gym access at the San Francisco office. Handshake values work-life balance, offering flexible PTO and numerous holidays to ensure you have time to recharge. You will also have opportunities for team outings and referral bonuses, fostering a strong sense of community within the organization.