Engagement Management Lead • Lead

Who you are

You have a proven track record in managing high-stakes customer relationships, particularly in the tech or AI sectors — your experience has equipped you to navigate complex environments with high expectations and visibility. You thrive under pressure and are adept at turning ambiguous challenges into clear, actionable programs. Your ability to orchestrate cross-functional teams ensures that you deliver exceptional results while maintaining strong relationships with stakeholders.

You possess excellent communication skills, allowing you to effectively liaise between customers, operations, product, and engineering teams. Your strategic mindset enables you to make hard trade-offs quickly, ensuring that customer needs are met while aligning with business objectives. You are comfortable working in fast-paced environments and have a knack for building trust with clients and internal teams alike.

What you'll do

As the Engagement Management Lead at Handshake, you will own the most critical relationships with Frontier AI lab customers from initial scope through to production deployments, expansions, and renewals. You will be the primary point of contact for these customers, guiding them through high-stakes moments and day-to-day decision-making processes. Your role will involve collaborating closely with various teams to ensure that customer expectations are not only met but exceeded.

You will be responsible for developing and executing strategies that enhance customer satisfaction and drive engagement. This includes identifying opportunities for upselling and cross-selling services, as well as ensuring that customers are fully leveraging Handshake's offerings. Your ability to analyze customer feedback and data will be crucial in refining our approach and improving service delivery.

In this role, you will also play a key part in shaping the future of Handshake's engagement strategy, working alongside leadership to align customer success initiatives with broader company goals. You will be expected to report on customer health metrics and provide insights that inform product development and operational improvements.

What we offer

At Handshake, we prioritize the well-being of our employees, offering comprehensive medical, dental, and vision coverage, along with mental health support and a wellness stipend. We believe in fostering growth, which is why we provide a learning stipend for ongoing development. Our office in San Francisco offers a collaborative environment with free lunch and gym access, while also supporting flexible PTO and additional holidays to ensure a healthy work-life balance. Join us to make a significant impact in the AI economy while enjoying a supportive and dynamic workplace culture.