Strategic Customer Success Manager, Federal

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.

Responsibilities

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.

Requirements

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.

Nice to have

Direct experience working with federal agencies in a talent, HR tech, or workforce development context; Familiarity with government procurement structures (e.g., contracting officers, option years, agency budget cycles); A track record of building internal playbooks, processes, or frameworks that upleveled your team's approach; A bias toward creative problem-solving in ambiguous, evolving environments; A genuine passion for Handshake's mission, connecting students to opportunity, and excitement about expanding that mission into the public sector.

Benefits

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