Customer Success Manager

About the RoleAs 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.Desired Capabilities5+ 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.Extra CreditDirect 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.PerksHandshake delivers benefits that help you feel supported and thrive at work and in life.The below benefits are for full-time US employees.Ownership: Equity in a fast-growing companyFinancial Wellness: 401(k) match, competitive compensation, financial coachingFamily Support: Paid parental leave, fertility benefits, parental coachingWellbeing: Medical, dental, and vision, mental health support, $500 wellness stipendGrowth: $2,000 learning stipend, ongoing developmentRemote & Office: Internet, commuting, and free lunch/gym in our SF officeTime Off: Flexible PTO, 15 holidays + 2 flex daysConnection: Team outings & referral bonuses