Government Customer Success Manager

This is a fully remote position, open to applicants in Europe.

📋 Description

• Serve as the primary point of contact for government and defense clients, fostering trust among operational, training, technical, and leadership stakeholders.

• Create and uphold a regular, documented engagement schedule across the entire portfolio—ensuring no accounts are overlooked without clear reasoning.

• Facilitate GOV-specific onboarding and kickoff sessions that align with mission readiness, workforce capabilities, and policy regulations.

• Establish clear success criteria from the outset, correlating TryHackMe usage to:

• Track adoption health (usage, engagement, milestone completion) and proactively address risks well in advance of contract renewal.

• Take ownership of renewal readiness from both value and risk perspectives, starting 6–12 months prior to expiration, with documented plans for mitigating any amber or red accounts.

• Accelerate time-to-value by efficiently and securely integrating TryHackMe into government training pipelines.

• Conduct Executive Business Reviews (EBRs) that concentrate on mission outcomes and workforce readiness rather than just product features.

• Create credible, government-ready success narratives and enhance TryHackMe’s GOV logo library and reference materials.

⛳️ Requirements

• Over 3 years of experience in Customer Success, Account Management, or Strategic Partnerships within SaaS, cybersecurity, or regulated sectors.

• Demonstrated capability to manage complex, high-stakes clients with various stakeholders and lengthy decision-making processes.

• Strong data literacy—able to utilize data to convey compelling value propositions.

• Proven experience in driving adoption, renewals, and growth in collaboration with Sales or Account Managers.

• Excellent communication skills, engaging effectively with both technical and senior leadership audiences.

• A demonstrated ownership mentality—able to clearly articulate how your actions have influenced customer outcomes, not just the tasks you completed.

• Familiarity with security and compliance frameworks such as FedRAMP, FISMA, NIST, or data sovereignty requirements.

• Comfortable working in high-trust, security-conscious environments.

• Active security clearance (or eligibility and willingness to obtain one) is highly advantageous but not mandatory.

🏝️ Benefits

• £2,500 annual training budget for certifications, courses, and learning resources.

• Annual, fully paid company retreat.

• Health Insurance — Provided where public healthcare is not available.

• Enhanced maternity and paternity packages.

• Support for long-term financial planning, depending on location.

• We cover the cost of lunch during recurring company virtual lunches.

• Complimentary access for friends and family.