Director, Revenue Operations (CS Operations)

Website Handshake

We are thrilled to announce Handshake’s $200M Series F funding round. At Handshake, we believe that a career opportunity shouldn’t be determined by who you know or what you’ve done. It’s 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. Handshake’s 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 you’re 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 Director, Revenue Operations (CS Operations) reporting to the VP, Revenue Operations. In this high visibility role you will support the acceleration of growth and programmatically improve our customer team’s impact on our customer experience. You will partner with our CS leadership team to define and iterate our customer strategy, go-to-market motions, and set the foundation for our customer teams to dramatically scale in the next year. In this role, you will lead all CS Operations responsibilities including: processes, data, and internally-facing programs and CS playbooks. You are a strategic thinker with a bias toward action, and are able to drive alignment across senior leadership. You lead with empathy and advocate internally on behalf of Handshake customers and Customer Success.

Your Role
Lead the day-to-day operations of our CS go-to-market strategy, including our customer journey, service offerings, and customer segmentation.
Develop programs and initiatives focused on growth, scalability and predictability. This includes Customer Health, Success Planning, At-Risk management, and Customer Lifecycle.
Hire and develop team of Customer Success operations professionals to support the growth of the CS team and collaborate with Finance, Product, Sales, and Marketing on go-to-market initiatives.
Own our CS systems architecture, data strategy and implementation roadmap in partnership with CS leaders and the broader Revenue Operations team.
Manage CS 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 CS teams.
Be the subject matter expert and manage CS quarterly compensation plans.
Lead the annual planning process with CS leaders including target setting, headcount planning, coverage models, and compensation planning.

Your Experience
6+ years operating in an SaaS B2B company with demonstrated experience working with Customer / Post-sales teams (Customer Success, Account Management) supporting an Enterprise-level product (Average Customer Contract Value = $80K+)
Experience and/or expertise in managing the roadmap for a customer success tool (e.g. Gainsight, Strikedeck, Catalyst, Client Success)
Effective, clear, and executive level communication skills, verbal and written. Experience communicating with leaders 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
Manage, develop, and mentor a team

Bonus Areas Of Expertise
Launched or built a customer success operations team from the ground up
Experience or expert knowledge of SQL and BI tools (e.g., Looker, Tableau)
Experience with defining and leading digital customer engagement strategies (i.e., digital journey creation)
Experience with different engagement approaches (i.e. digital, tech-touch, low-touch, high-touch)

Compensation Range
$182,750 – $215,000

For cash compensation, we set standard ranges for all 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.

Benefits

At Handshake, we’ll give you the tools to feel healthy, happy and secure.
Stock: Ownership in a fast-growing company.
Hub-Based Remote Work: Handshakers can enjoy the flexibility of remote work whilst ensuring in-person collaboration, and team experiences remain possible.
Financial Management with Origin: We provide you with a professional financial planner via Origin to gain a better understanding of making the most of your compensation, equity, benefits, and perks.
Paid Parental Leave: All new parents at Handshake (both birth and non-birth giving) are encouraged to take time to focus on their growing family and are eligible for paid family leave. US Handshakers are provided up to 16 weeks of paid family leave for birth-giving parents and 10 weeks for non-birth-giving parents.
Mental Health Assistance: We are here to support you in every step of your mental health journey; our benefits include Employee Assistance Programs that offer counseling support for those eligible.
Home Office Stipend: Handshake offers $500/£360 for you to spend on setting up a productive and comfortable workspace at home.
Learning: Learning & Development opportunities and an annual $2,000/£1,500 stipend for you to grow your skills and career.
Team Bonding: Regularly scheduled virtual company-wide and team events! Once it’s safe, we’ll provide meaningful connection points throughout the year for Handshakers to build community and meet teammates in person.
Great team: Working with fun, hardworking, nice people who are committed to making a difference!

(US Handshakers)
401k: We care about your ability to save for your future. Launching Spring 2022, Handshake will offer a dollar-for-dollar match on 1% of deferred salary, up to a maximum of $1,200 per year.
Healthcare: World-class medical, dental, and vision policies including LGTBQ+ Coverage.
2022 Time Off: All full-time US-based Handshakers are eligible for our flexible time off policy to get out and see the world. We also offer 8 standardized holidays, 2 additional days of flexible holiday time off, and 2 one-week periods of Collective Time Off (7/4-7/8/2022) and (12/26-12/30/2022).

(UK Handshakers)
Pension: Handshake matches 3% of your salary towards your pension scheme.
Healthcare: Handshake’s comprehensive healthcare policy covers 100% of employee premiums & 100% of dependent premiums for medical, dental, and vision benefits.
2022 Time Off: Up to 25 days of vacation to encourage people to reset, recharge, and refresh, in addition to 8 bank holidays throughout the year.

Benefits above apply to employees in full-time positions.

Looking for more? Explore our comprehensive US benefits at joinhandshake.com/careers.

To apply for this job please visit joinhandshake.com.


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To apply for this job please visit joinhandshake.com.


Growth Alliance Members can apply to this job and others using their online resume. Click the link below to submit your online resume and email your application to this employer. Not a Member yet?

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