Strategic Customer Success Manager, Handshake

• 5+ years managing large, high-touch enterprise or strategic accounts (typically 10–20 accounts) with $3M+ ARR responsibility
• Proven track record working with enterprise-level or federal customers, including navigating multi-stakeholder org charts, complex procurement processes, and long sales and renewal cycles
• Comfortable presenting to and building relationships with senior leaders and executive decision-makers, both virtually and in-person
• Ability to move fluidly between tactical conversations with end users and strategic discussions with agency leadership, without losing the thread of either
• Skilled at translating product workflows and usage data into compelling business value narratives for non-technical, senior audiences
• Strong accountability muscle, you hold customers to milestones and timelines, and you hold yourself to the same standard
• Data-driven communicator who can build a story from metrics and make that story land with an executive audience
• Exceptional organizational and time management skills, you manage complexity across multiple stakeholders, timelines, and workstreams without dropping the ball

Desirable

• As a Strategic CSM on the Federal Accounts team, you are Handshake's most senior customer-facing partner, responsible for owning the full success lifecycle of our most complex government agency relationships
• You will drive value realization, strategic alignment, and deep adoption across a focused book of high-stakes accounts, while navigating the unique procurement cycles, compliance requirements, and stakeholder hierarchies that define the federal space
• This is a role for someone who can command a room with a Chief Human Capital Officer and then turn around and troubleshoot a workflow with a recruiting coordinator, someone equally at home in a strategic vision conversation and a tactical problem-solving session
• You will be a critical voice internally, too: translating federal agency needs into product and program insights that shape how Handshake serves the public sector
• Adoption & Expansion: Own onboarding, implementation, and ongoing adoption for large, complex government organizations, building tailored workflows and programs that map to each agency's mission, hiring priorities, and compliance requirements
• Federal Relationship Management: Build and maintain deep relationships across agency hierarchies, contracting officers, HR leads, program managers, and senior officials, and serve as a trusted, long-term partner across every level of the org
• Strategic Value Delivery: Lead Executive Business Reviews and strategic planning sessions that tie Handshake outcomes directly to agency hiring goals, diversity mandates, and workforce development priorities
• Expansion & New Business Lines: Identify and pursue opportunities to grow within accounts, new business units, additional budget owners, and adjacent agency teams, using a data-driven, outcome-first narrative
• Training & Enablement: Design and lead training for large, distributed government teams, making a complex platform accessible and valuable for users with varying levels of technical experience
• Cross-functional Partnership: Collaborate closely with Sales, Product, Engineering, and Support to advocate for federal customer needs, surface product gaps, and bring the right internal resources to every account
• Voice of the Federal Customer: Synthesize feedback from your portfolio into clear, actionable insights that help Handshake evolve its public sector strategy