Manager, Scaled Customer Success
Reach Capital
Customer Success Manager Leader
We are looking for a customer-focused, operationally minded leader to manage three Mid-Market Customer Success Managers and lead our tech-touch digital engagement strategy.
The ideal candidate is a strong coach with experience building scaled Customer Success programs. They are comfortable creating structure in ambiguous environments and have designed AI-enabled workflows that improve customer engagement, team efficiency, or business outcomes. In this role, you'll:
- Manage, coach, and develop a team of three Mid-Market CSMs
- Establish clear expectations, operating rhythms, and performance standards for a developing team
- Build and evolve our digital Customer Success motion across onboarding, adoption, engagement, and risk mitigation
- Use customer and product data to segment audiences and deliver the right mix of human and digital engagement
- Design and implement AI-enabled workflows that improve efficiency, personalization, and proactive customer support
- Build scalable processes and measure their impact on customer health, adoption, retention, and team performance
- Partner with Product, Sales, Marketing, and other teams to improve the customer experience
- Bring structure to ambiguity and turn ideas into repeatable programs
Desired Capabilities
- 5 to 8 years of relevant experience, including a strong Customer Success background
- People leadership experience and a track record of coaching and developing CSMs
- Experience building or managing scaled, tech-touch, or digital Customer Success programs
- Hands-on experience designing or implementing AI-enabled workflows
- Strong operational, analytical, and cross-functional collaboration skills
- Comfort building new programs in an evolving environment
Extra Credit
- Experience in HR or recruiting technology
- Experience partnering with Account Management or Sales on renewals, retention, and expansion
Perks
Handshake delivers benefits that help you feel supported and thrive at work and in life.
The below benefits are for full-time US employees.
Ownership: Equity in a fast-growing company
Financial Wellness: 401(k) match, competitive compensation, financial coaching
Family Support: Paid parental leave, fertility benefits, parental coaching
Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend
Growth: $2,000 learning stipend, ongoing development
Remote & Office: Internet, commuting, and free lunch/gym in our SF office
Time Off: Flexible PTO, 15 holidays + 2 flex days
Connection: Team outings & referral bonuses
Explore our mission, values, and comprehensive US benefits at joinhandshake.com/careers.
Reach CapitalVacancy posted 8 hours ago
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