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Handshake is a career platform serving 25 million job seekers, 1 million+ employers, and 1,600 educational institutions. The company recently launched Handshake AI, a rapidly growing AI data business working with frontier AI labs and Fortune 500 partners.
As a Strategic Customer Success Manager on the Federal Accounts team, you will own the full success lifecycle of Handshake's most complex government agency relationships. This is a senior customer-facing role requiring someone who can engage Chief Human Capital Officers on strategic vision while troubleshooting workflows with recruiting coordinators.
Key responsibilities include:
• Adoption & Expansion: Lead onboarding, implementation, and ongoing adoption for large, complex government organizations. Build tailored workflows and programs aligned to each agency's mission, hiring priorities, and compliance requirements.
• Federal Relationship Management: Develop deep relationships across agency hierarchies—contracting officers, HR leads, program managers, and senior officials—serving as a trusted long-term partner at every organizational level.
• Strategic Value Delivery: Lead Executive Business Reviews and strategic planning sessions connecting Handshake outcomes to agency hiring goals, diversity mandates, and workforce development priorities.
• Expansion & New Business Lines: Identify and pursue growth opportunities within accounts, new business units, additional budget owners, and adjacent agency teams using data-driven, outcome-focused narratives.
• Training & Enablement: Design and deliver training for large, distributed government teams, making the platform accessible to users with varying technical experience.
• Cross-functional Partnership: Collaborate with Sales, Product, Engineering, and Support to advocate for federal customer needs, surface product gaps, and mobilize internal resources.
• Voice of the Federal Customer: Synthesize portfolio feedback into actionable insights shaping Handshake's public sector strategy.
Required qualifications: 5+ years managing large, high-touch enterprise or strategic accounts (typically 10–20 accounts) with $3M+ ARR responsibility. Proven track record with enterprise or federal customers, navigating multi-stakeholder org charts, complex procurement, and long sales/renewal cycles. Comfortable presenting to and building relationships with senior leaders. Ability to move fluidly between tactical end-user conversations and strategic executive discussions. Skilled at translating product workflows and usage data into compelling business value narratives for non-technical senior audiences. Strong accountability, data-driven communication, and exceptional organizational skills managing complexity across multiple stakeholders and workstreams.
Extra credit: Direct experience with federal agencies in talent, HR tech, or workforce development. Familiarity with government procurement structures (contracting officers, option years, agency budget cycles). Track record building internal playbooks or frameworks. Creative problem-solving in ambiguous environments. Passion for Handshake's mission of connecting students to opportunity.
