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Strategic Customer Success Manager, Federal

Handshake· Employer Revenue
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Hybrid (New York, NY), Hybrid (Washington, D.C.)$168k - $210kFull-timePosted 2mo ago

About the role

Strategic CSM on the Federal Accounts team responsible for owning the full success lifecycle of complex government agency relationships, driving value realization, strategic alignment, and adoption within a hybrid, US-based role.

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.

Qualifications

  • 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.

Skills

Required:Strategic account managementExecutive relationship buildingCross-functional collaboration

Benefits

  • Equity in a fast-growing company
  • 401(k) match, competitive compensation, financial coaching
  • Paid parental leave, fertility benefits, parental coaching
  • Medical, dental, and vision, mental health support, $500 wellness stipend
  • $2,000 learning stipend, ongoing development
  • Internet, commuting, and free lunch/gym in our SF office
  • Flexible PTO, 15 holidays + 2 flex days
  • Team outings & referral bonuses
Last updated Sep 24, 2026. Interested? Apply on the company site.
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