Government Customer Success Manager

📋 Description

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

• Create and uphold a consistent, documented engagement schedule across the entire portfolio — ensuring no accounts remain unattended without valid reasoning.

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

• Establish clear success metrics early, correlating TryHackMe usage with Job Qualification Requirements (JQRs), workforce readiness objectives, and cyber capability maturity targets.

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

• Manage renewal preparedness from a value and risk perspective, starting 6–12 months before expiration, with documented mitigation strategies for any amber or red accounts.

• Ensure accurate renewal classification, forecasting, and CRM documentation to facilitate predictable outcomes.

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

• Standardize and scale content mapping to Job Qualification Requirements (JQRs) — a key differentiator for the GOV segment.

• Detect adoption-driven expansion signals, such as increased seat utilization, engagement from new units, teams, or agencies, and demand for CTFs, SOC simulators, tabletop exercises (TTX), or certifications.

• Collaborate with the Government Account Manager to transform adoption insights and usage data into viable expansion opportunities.

• Conduct Executive Business Reviews (EBRs) that emphasize mission outcomes and workforce readiness, rather than product features.

• Independently cultivate new government advocates within your portfolio and proactively identify, document, and communicate measurable customer success.

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

• Advocate for the voice of the government customer internally, shaping product roadmap priorities and GOV-specific enablement.

⛳️ Requirements

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

• Proven track record of managing complex, high-stakes clients with multiple stakeholders and extended decision-making processes.

• Strong data literacy — adept at using data to convey clear value narratives.

• Experience in driving adoption, renewals, and expansion in collaboration with Sales or Account Managers.

• Exceptional communication skills across both technical and senior leadership audiences.

• Demonstrated ownership mindset — able to clearly illustrate how your actions have influenced customer outcomes, not just what you have worked on.

• Familiarity with security and compliance frameworks such as FedRAMP, FISMA, NIST, or data sovereignty requirements is a strong plus but not mandatory.

• Comfortable functioning in high-trust, security-sensitive environments.

• Active security clearance (or eligibility and willingness to obtain one) is a strong advantage but not essential.

• Familiarity with US DoD structures and terminology (Squadron → Group → Wing → MAJCOM; Army, Navy, Air Force, Marines, Space Force) is advantageous but not required.

• Understanding of the distinctions between Federal, State, Local, and International government organizations is beneficial but not essential.

• Exposure to government procurement processes, RFPs, contract vehicles, and extended buying cycles is beneficial but not essential.

• Awareness of government budget cycles, Continuing Resolutions (CRs), and shutdown impacts is beneficial but not essential.

• Experience collaborating with resellers, system integrators, or defense contractors is beneficial but not essential.

🏝️ Benefits

• 100% Remote — Work from any location.

• Flexible Working — Organize your day to best support your customers and team collaboration.

• Tools — A dedicated work laptop and any accessories necessary for optimal performance.

• Swag Pack — Kickstart your TryHackMe journey with a branded swag bundle.

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

• Company Retreat — Annual, fully funded company retreat.

• Health Insurance — Provided where public healthcare is unavailable.

• Enhanced Parental Leave — Improved maternity and paternity packages.

• 401k / Pension — Support for long-term financial planning, depending on location.

• Lunch on Us — We cover the cost of lunch during regular company virtual gatherings.

• Free TryHackMe Subscriptions — Complimentary access for friends and family.