Mike Greenberg
Customer Success Manager at Handshake
- Role
- Enterprise Customer Success Manager at Handshake
- Location
- Danville, CA, US
- LinkedIn followers
- 500 followers
About Mike Greenberg
Experienced team leader in customer success, with expertise in customer onboarding, education and relationship management. Industry expertise in software, renewable energy, and education. Collaborative leader who excels at building and nurturing high-performing teams.
Experience
Enterprise Customer Success Manager
Apr 2022 — Present · San Francisco, CA, US
Manage portfolio of 21 Enterprise customers totaling 1.5M in ARR. Responsible for all post-sale customer motions including: goal identification and strategy development; onboarding, implementation and initial training; product adoption, new product and feature enablement; and seasonal business reviews and renewal support. Utilized Gainsight to monitor renewals, adoption, and overall customer health.Collaborate with customer Account Manager to develop and execute internal account strategies to grow and renew accounts. Achieved renewal rate of 100% in FY’22, and 93% in FY’23 (YTD). Contribute to positive CSM-AM culture by developing strong relationships with all AM partners.Establish rapport, satisfaction and loyalty with customers across multiple personas and levels of responsibility. Proactively support customers by forwarding positive new articles for inclusion on profile page and surfacing opportunities identified on customer social media channels. Fiercely advocate for customers including reinclusion as ETA winner. Achieved NPS scores of 100 in 1Q’23 and 85 in 2Q’23.Utilize multiple strategies to increase customer adoption: product demos, working sessions, and win promotions. Create customized enablement content based on customer needs. Examples include 1-pagers on driving additional application volume and job posting best practices, Career Fair scheduling guide, and campaign execution calendar. Provide numerous step-by-step walk-throughs for customers to promote stronger adoption and more successful product usage.Supported peers by including new team member in onboarding cohort weekly calls, being an active participant in slack channel Q&A, sharing customized resources, and proactively organizing and sharing feedback for major product update.
Education
University of Michigan - Stephen M. Ross School of Business
Master of Business Administration (MBA), Marketing
1995 — 1997
University of California, Los Angeles
Bachelor of Arts (BA), History
1989 — 1993
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