Strategic Customer Success Manager, Federal at Handshake · LumiJobs

Responsibilities

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.
Desired Capabilities
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.

Strategic Customer Success Manager, Federal

Responsibilities

Benefits

Company

Handshake

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