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Government Customer Success Manager
TryHackMeGovernment Customer Success Manager managing key government and defence accounts at TryHackMe. Driving customer outcomes and embedding the platform into national cyber readiness strategies.
Tech Stack
Tools & technologiesCyber Security
About the role
Key responsibilities & impact- Act as the primary relationship owner for government and defence customers, building trust across operational, training, technical, and leadership stakeholders.
- Establish and maintain a regular, documented engagement cadence across the entire portfolio — no accounts sit untouched without clear justification.
- Lead GOV-specific onboarding and kickoff sessions aligned to mission readiness, workforce capability, and policy constraints.
- Define clear success criteria early, mapping TryHackMe usage to:
- Monitor adoption health (usage, engagement, milestone completion) and proactively intervene to mitigate risk well ahead of renewal.
- Own renewal readiness from a value and risk perspective, beginning 6–12 months pre-expiry, with documented mitigation plans for any amber or red accounts.
- Drive fast time-to-value by embedding TryHackMe into government training pipelines efficiently and securely.
- Lead Executive Business Reviews (EBRs) focused on mission outcomes and workforce readiness, not product features.
- Develop credible, government-ready success stories and expand TryHackMe’s GOV logo library and reference pack.
Requirements
What you’ll need- 3+ years experience in Customer Success, Account Management, or Strategic Partnerships within SaaS, cybersecurity, or regulated environments.
- Proven ability to manage complex, high-stakes customers with multiple stakeholders and long decision cycles.
- Strong data literacy — you use data to tell clear value stories.
- Experience driving adoption, renewals, and expansion in partnership with Sales or Account Managers.
- Excellent communication skills across technical and senior leadership audiences.
- Demonstrated ownership mindset — you can clearly show how your actions changed customer outcomes, not just what you worked on.
- Familiarity with security and compliance frameworks such as FedRAMP, FISMA, NIST, or data sovereignty requirements.
- Comfortable operating in high-trust, security-conscious environments.
- Active security clearance (or eligibility and willingness to obtain one) is a strong advantage but not required.
Benefits
Comp & perks- £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, location dependent.
- We cover the cost of lunch during recurring company virtual lunches.
- Complimentary access for friends and family.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementStrategic PartnershipsData LiteracyAdoption ManagementRenewal ManagementExpansion ManagementSaaSCybersecuritySecurity Compliance
Soft Skills
Relationship ManagementCommunicationOwnership MindsetStakeholder ManagementTrust BuildingEngagementLeadershipProblem SolvingProactive InterventionMission Readiness
Certifications
Active Security ClearanceFedRAMPFISMANIST