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Customer Onboarding Manager



Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Friday, May 10, 2024

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.

Your impact

Reporting to the Manager of Enterprise Customer Success, you will assist in building out a scalable onboarding function to delight our small business and mid-market customers within the first 60 days of their partnership with Handshake. The Customer Onboarding Manager role will play a critical role to create efficiencies and scale our Customer Success expertise to ensure a seamless transition from pre to post sale and ensure the employer is set up for maximum success.

As the Customer Onboarding Manager for Employer Success, you will be the first touchpoint post sale and your primary goal will be to establish and nurture relationships with senior stakeholders, align on employers business objectives and set-up key workflows and processes based on the unique needs of the employer.

The ideal candidate has a proven track record of quickly building relationships and trust, effortlessly pivoting from strategic to tactical, and being a project management powerhouse.

Your role

  • Develop relationships with senior stakeholders of our customers and deeply understand each customer’s business goals, objectives and needs
  • Onboard, set up, train and launch employer partners for success - including kick off call, aligning on success metrics, product set up and executing implementation checklist activities
  • Provide expert consultation and training to employer partners on early talent, Handshake best practices and workflows
  • Establish strong relationships with external stakeholders and translate business needs into Handshake solutions
  • Leverage data to inform decision-making and refine implementation strategies
  • Coordinate and lead the implementation of all net new employers - ensuring adherence to project timelines and milestones
  • Monitor onboarding progress and make necessary adjustments to ensure successful outcomes
  • Your KPIS will be based on your ability to accelerate Time to Value (TTV) for our employer partners, ensuring continuity of ATL relationships, and executing on implementation checklist activities
  • Work closely with cross-functional partners like Sales, Success, Account Management, Support, Education/University partnerships team, Marketing, Insights, Product, User Research, Enablement, RevOps, etc
  • Contribute to the development of best practices and standard operating procedures for future program implementations

Your experience

  • 3+ years of experience in a customer-facing role with project management experience (ie. customer success, customer education, customer onboarding, implementation).
  • Excellent executive-level communication skills with customers and internal stakeholders
  • Flexible and creative problem solver. You are scrappy, curious, and can take on multiple roles to make things happen. When one door closes you find another way to accomplish your team’s goals.
  • Brings a data-informed approach to their work; able to communicate outcomes in a compelling and tangible way to employers
  • A good listener with excellent written and verbal communication skills; experience working across multiple teams and departments
  • Strong project management and time management skills - ability to stay organized and manage multiple projects simultaneously
  • Eager to roll up your sleeves (regardless of title), you are a do-er with a bias for action
  • Prior implementation and project management experience a plus
  • Prior experience creating and rolling out new processes a plus

Compensation range

  • $115,000-$130,000 OTE (80/20 split)

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

About us

Handshake is the #1 place to launch a career with no connections, experience, or luck required. The platform connects up-and-coming talent with 750,000+ employers - from Fortune 500 companies like Google, Nike, and Target to thousands of public school districts, healthcare systems, and nonprofits. In 2022 we announced our $200M Series F funding round. This Series F fundraise and valuation of $3.5B will fuel Handshake’s next phase of growth and propel our mission to help more people start, restart, and jumpstart their careers.

When it comes to our workforce strategy, we’ve thought deeply about how work-life should look here at Handshake. With our Hub-Based Remote Working strategy, employees can enjoy the flexibility of remote work, whilst ensuring collaboration and team experiences in a shared space remains possible. Handshake is headquartered in San Francisco with offices in Denver, New York, London, and Berlin and teammates working globally.

Check out our careers site to find a hub near you!

What we offer

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

Benefits below apply to employees in full-time positions.

  • 💰 Equity and ownership in a fast-growing company.
  • 🍼 16 Weeks of paid parental leave for birth giving parents & 10 weeks of paid parental leave for non-birth giving parents.
  • 💝 Comprehensive medical, dental, and vision policies including LGTBQ+ Coverage. We also provide resources for Mental Health Assistance, Employee Assistance Programs and counseling support.
  • 💻 Handshake offers $500/£360 home office stipend for you to spend during your first 3 months to create a productive and comfortable workspace at home.
  • 📚 Generous learning & development opportunities and an annual $2,000/£1,500/€1,850 stipend for you to grow your skills and career.
  • 💰 Financial coaching through Origin to help you through your financial journey.
  • 🛜 Monthly internet stipend and a brand new MacBook to allow you to do your best work.
  • 🚃 Monthly commuter stipend for you to expense your travel to the office (for office-based employees).
  • 🥗 Free lunch provided twice a week across all offices.
  • 🤝 Referral bonus to reward you when you bring great talent to Handshake.

(US-specific benefits, in addition to the first section)

  • 🏦 401k Match: Handshake offers a dollar-for-dollar match on 1% of deferred salary, up to a maximum of $1,200 per year.
  • 🏝 All full-time US-based Handshakers are eligible for our flexible time off policy to get out and see the world. In addition, we offer 8 standardized holidays, and 2 additional days of flexible holiday time off. Lastly, we have a Winter #ShakeBreak, a one-week period of Collective Time Off.
  • 🍼 Lactation support: Handshake partners with Milk Stork to provide a comprehensive 100% employer-sponsored lactation support to traveling parents and guardians.

(UK-specific benefits, in addition to the first section)

  • 🏦 Pension Scheme: Handshake will provide you with a workplace pension, where you will make contributions based on 5% of your salary. Handshake will pay the equivalent of 3% towards your pension plan, subject to qualifying earnings limits.
  • 🏝 Up to 25 days of vacation to encourage people to reset, recharge, and refresh, in addition to 8 bank holidays throughout the year.
  • 🤝 Regular offsites each year to bring the team together + opportunity to travel to our HQ in San Francisco.
  • 🛍️ Discounts across various high street retailers, cinemas and other social activities exclusively for Handshake UK employees.

(Germany-specific benefits, in addition to the first section)

  • 🏝 25 days of annual leave + 5 days of a winter #ShakeBreak, a one-week period of Collective Time Off across the company.
  • 🤝 Regular offsites each year to bring the team together + opportunity to travel to our HQ in San Francisco once a year.
  • 🧘 Urban sports club membership offering access to a diverse network of fitness and wellness facilities.
  • 🛍️ Discounts across various high street retailers, cinemas and other social activities exclusively for Handshake Germany employees.

For roles based in Romania: Please ask your recruiter about region specific benefits.

Looking for more? Explore our mission, values and comprehensive US benefits at joinhandshake.com/careers.

Handshake is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or reasonable accommodation, please reach out to us at [email protected].