Senior Manager of Customer Experience / Customer Success Operations

, IL, United States

**Senior Manager of Customer Experience / Customer Success Operations**

at Handshake San Francisco, CA or New York City, NY or Denver, CO or Los Angeles, CA or Seattle, WA or Austin, TX or Chicago, IL At Handshake, we believe that a career opportunity shouldnt be determined by who you know or what youve done. Its about what you can - and will - do. Your future, not your past. Our Series F fundraise and new valuation of $3.5B will fuel our next phase of growth and propel our mission to help more people start, restart, and jumpstart their careers.

Handshake is the #1 place to launch a career with no connections, experience, or luck required. Handshakes community includes 20 million students and young alumni around the world from 1,400 educational institutions, including four-year colleges, community colleges, boot camps, and 290+ minority-serving institutions. The platform connects up-and-coming talent with 650,000+ employers - from Fortune 500 companies like Google, Nike, and Target to thousands of public school districts, healthcare systems, nonprofits, and even sports teams like the LA Dodgers. Handshake is headquartered in San Francisco with offices in Denver, New York, and London and teammates working globally.

Everyone is welcome at Handshake. We know diverse teams build better products and we are committed to creating an inclusive culture built on a foundation of respect for all individuals. We strongly encourage candidates from non-traditional backgrounds, historically marginalized or underrepresented groups to apply.

*If you are not sure that youre 100% qualified, but up for the challenge we want you to apply. We believe skills are transferable and passion for our mission goes a long way.*

****Your Impact:****

Handshake is hiring a **Senior Customer Experience Operations Manager** reporting to the Senior Director of Revenue Operations on the Revenue Operations team. In this high visibility role you will support the acceleration of growth and programmatically improve our customer teams impact on our customer experience. You will partner with our VP of Customer Experience (CX) and the broader CX leadership team to define and iterate our customer strategy, go-to-market motions, and set the foundations for our customer teams to dramatically scale in the next year. As the team grows, this role will have the opportunity to lead and manage a team of CX operations professionals.

****Your Role:****

* Lead programs and initiatives focused on growth, scalability and predictability in collaboration with our CX leadership team. This includes Customer Health, Success Planning, At-Risk management, and Renewals Forecasting.

* Own our CX systems architecture, data strategy and implementation roadmap in partnership with CX leaders and the broader Revenue Operations team.

* Become the subject matter expert on CX go-to-market strategy and data, including our customer journey, service offerings, segmentation and customer database.

* Lead CX team performance reporting and analysis, including company OKR reporting, team dashboards, executive and board reporting and ad hoc analysis that drive to actionable insights for our CX leaders and team.

****Your Experience:****

* 6+ years operating in a SaaS B2B company with 2+ years working with Customer / Post-sales teams

* Experience and/or expertise in managing and implementing a customer success tool (e.g. Gainsight, Strikedeck, Catalyst, Client Success)

* Effective, clear, and concise communication skills, verbal and written. Experience communicating with executives and across all levels of the company

* Experience driving cross-functional projects end-to-end and strong project management skills

* Highly disciplined operator with a solution-oriented mindset and ownership mentality

* Understanding of Enterprise B2B SaaS sales cycle, customer journey and go-to-market processes

* Able to work effectively in ambiguity and quickly adapt to change as we scale

****Bonus Areas of Expertise:****

* Launched or built a customer experience operations team from the ground up

* Has managed a small team (2-3 people)

* Experience or expert knowledge of SQL and BI tools (e.g., Looker, Tableau)

****Benefits:****

****At Handshake, we'll give you the tools to feel healthy, happy and secure.****

* **Stock:** Ownership in a fast-growing company.

* **401k:** We care about your ability to save for your future.

* **Hub-based Remote Work**: Handshakers can enjoy the flexibility of remote work, whilst ensuring collaboration and team experiences in a shared space remains possible.

* **Time Off:** Flexible vacation policy to encourage people to get out and see the world.

* **Healthcare:** World-class medical, dental, and vision policies including LGTBQ+ Coverage.

* **Family Focus:** Parental leave and flexibility for families.

* **Mental Health Assistance:** Youve got a lot on your mind, which can lead to less attention on your mental health. Were here to help and support you every step of the way.

* **Financial Management with Origin**: We provide you with a professional financial planner via so that you can gain a better understanding of making the most of your compensation, equity, benefits, 401k and perks.

* **Goodies:** Whatever hardware and software you need to get the job done.

* **Team Fun:** Regularly scheduled virtual events, happy hours, and book clubs! Once its safe, well provide meaningful connection points throughout the year for Handshakers to build community and meet teammates in-person.

* **Learning:** Learning & Development opportunities and an annual $2,000 stipend for you to grow your skills and career.

* **Great team:** Working with fun, hardworking, nice people who are committed to making a difference!

* ...And much more! Explore our comprehensive benefits at

*Benefits above apply to employees in full-time positions.*

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** **with us!****

Location (City) * *

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Handshakes Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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