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Strategic Customer Success Manager - Federal

joinhandshake · 12 days ago
San Francisco, CA or New York, NY, or Washington D.C.
Negotiable
Full-time
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Everyone is welcome at Handshake. We know diverse teams build better products and we are committed to creating an inclusive culture built on a foundation of respect for all individuals. We strongly encourage candidates from non-traditional backgrounds, historically marginalized or underrepresented groups to apply.

Your impact

Reporting to the Manager of Strategic Customer Success, you'll partner with our Federal employer partners to ensure they achieve their hiring goals, drive adoption across recruiting teams and ensure they are seeing value in the Handshake product. 

As a Federal - Strategic, Customer Success Manager, you will be a strategic partner and long term point of contact for our Federal employer partners. Your primary goal will be to establish and nurture relationships with senior stakeholders, align on employers’ business objectives and set-up key workflows and processes based on the unique needs of the employer. 

The ideal candidate has a proven track record of quickly building relationships and trust, effortlessly pivoting from strategic to tactical, and being a project management powerhouse. This role requires strategic thinking, relationship building and a strong focus on creative solutions to help customers achieve goals.

Your role

  • Adoption & Expansion: Driving adoption and expansions across large complex organizations and with multiple users and stakeholders. Leading onboarding and implementations of software for accounts from start to finish and developing customer workflows and programs.
  • Data: Leverage data to support their customer goals. Using data to drive executive meetings and bring decision-makers to the table. Using BI tools pulling and analyzing data.
  • Cross-functional: Working cross-functionally & leveraging appropriate teams when necessary (specifically sales, product, engineering, marketing and support).
  • Discretionary Software: Communicating the value of discretionary software.
  • Training: Leading training with large-scale teams and can take a complex tool and educate usage in a digestible manner.
  • Expansion and Upsell: Expanding customer base with new business units or products. Expanding relationships outside of main stakeholders to bring in new budgets or business lines.

Your experience

  • 5+ years experience managing large, high-touch accounts (10-15 accounts)
  • Worked with Strategic customers: Fortune 50 - Fortune 200 - Managing $3M+ ARR
  • Experience speaking to Senior leaders and decision makers (both virtual and live onsite meetings)
  • Ability to work with a variety of different levels of individuals and teams (internally and externally)
  • Ability to lead tactical conversations with end users and strategic visionary discussions with executives
  • Ability to take tactical workflows and translate them into business value discussions with senior executives
  • Ability to influence usage and adoption for users with limited technical experience
  • Accountability with customers: Ability to hold customers accountable to metrics and milestones and keep projects moving forward
  • Data Driven: Be able to give tangible examples when discussing data, and create compelling stories with data
  • Time management, organizational skills, ability to manage complex accounts with several stakeholders
  • Be a dynamic communicator who can resonate with audiences
  • You’re eager to roll up your sleeves and make things happen with a bias for action

We’re looking for someone who:

  • Has a high level of comfort facilitating meetings and delivering product training(s) with external customers
  • Has a high degree of collaborative spirit
  • Has a high degree of technical aptitude
  • Has a high level of patience and persistence to drive outcomes
  • Has a willingness to navigate complex Government hierarchies to find and deliver value to stakeholders
  • Provides process improvement solutions to create team efficiencies

*Must be willing to travel 30% of the time. 

Compensation range

  • $175,000 - $195,000 OTE (80/20 split)

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

About us

Handshake is the #1 place to launch a career with no connections, experience, or luck required. The platform connects up-and-coming talent with 750,000+ employers - from Fortune 500 companies like Google, Nike, and Target to thousands of public school districts, healthcare systems, and nonprofits. In 2022 we announced our $200M Series F funding round. This Series F fundraise and valuation of $3.5B will fuel Handshake’s next phase of growth and propel our mission to help more people start, restart, and jumpstart their careers.

When it comes to our workforce strategy, we’ve thought deeply about how work-life should look here at Handshake. With our Hub-Based Remote Working strategy, employees can enjoy the flexibility of remote work, whilst ensuring collaboration and team experiences in a shared space remains possible. Handshake is headquartered in San Francisco with offices in Denver, New York, London, and Berlin and teammates working globally. 

Check out our careers site to find a hub near you!

What we offer

At Handshake, we'll give you the tools to feel healthy, happy and secure.

Benefits below apply to employees in full-time positions.

  • 💰 Equity and ownership in a fast-growing company.
  • 🍼 16 Weeks of paid parental leave for birth giving parents & 10 weeks of paid parental leave for non-birth giving parents.
  • 💝 Comprehensive medical, dental, and vision policies including LGTBQ+ Coverage. We also provide resources for Mental Health Assistance, Employee Assistance Programs and counseling support.
  • 💻 Handshake offers $500/£360 home office stipend for you to spend during your first 3 months to create a productive and comfortable workspace at home.
  • 📚 Generous learning & development opportunities and an annual $2,000/£1,500/€1,850 stipend for you to grow your skills and career.
  • 💰 Financial coaching through Origin to help you through your financial journey.
  • 🛜 Monthly internet stipend and a brand new MacBook to allow you to do your best work.
  • 🚃 Monthly commuter stipend for you to expense your travel to the office (for office-based employees).
  • 🥗 Free lunch provided twice a week across all offices.
  • 🤝 Referral bonus to reward you when you bring great talent to Handshake.

(US-specific benefits, in addition to the first section)

  • 🏦 401k Match: Handshake offers a dollar-for-dollar match on 1% of deferred salary, up to a maximum of $1,200 per year.
  • 🏝 All full-time US-based Handshakers are eligible for our flexible time off policy to get out and see the world. In addition, we offer 8 standardized holidays, and 2 additional days of flexible holiday time off. Lastly, we have a Winter #ShakeBreak, a one-week period of Collective Time Off.
  • 🍼 Lactation support: Handshake partners with Milk Stork to provide a comprehensive 100% employer-sponsored lactation support to traveling parents and guardians.

(UK-specific benefits, in addition to the first section) 

  • 🏦 Pension Scheme: Handshake will provide you with a workplace pension, where you will make contributions based on 5% of your salary. Handshake will pay the equivalent of 3% towards your pension plan, subject to qualifying earnings limits.
  • 🏝 Up to 25 days of vacation to encourage people to reset, recharge, and refresh, in addition to 8 bank holidays throughout the year.
  • 🤝 Regular offsites each year to bring the team together + opportunity to travel to our HQ in San Francisco.
  • 🛍️ Discounts across various high street retailers, cinemas and other social activities exclusively for Handshake UK employees.

(Germany-specific benefits, in addition to the first section)

  • 🏝 25 days of annual leave + 5 days of a winter #ShakeBreak, a one-week period of Collective Time Off across the company.
  • 🤝 Regular offsites each year to bring the team together + opportunity to travel to our HQ in San Francisco once a year.
  • 🧘 Urban sports club membership offering access to a diverse network of fitness and wellness facilities.
  • 🛍️ Discounts across various high street retailers, cinemas and other social activities exclusively for Handshake Germany employees.

For roles based in Romania: Please ask your recruiter about region specific benefits.

Looking for more? Explore our mission, values and comprehensive US benefits at joinhandshake.com/careers.

Handshake is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or reasonable accommodation, please reach out to us at people-hr@joinhandshake.com.

Last updated on Jun 4, 2024

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