Copy of Government Customer Success Manager

At TryHackMe, our mission is to make learning and teaching cybersecurity accessible, practical, and deeply engaging. With over 6 million learners worldwide, we help organisations build real cyber capability — from classrooms to enterprises and critical national infrastructure. We’re hiring a Government Customer Success Manager to own and grow strategic relationships across government, defence, and public‑sector organisations, positioning TryHackMe as a long‑term cyber readiness and workforce development partner. This role sits at the centre of one of TryHackMe’s most strategically important growth segments. You’ll work closely with defence, intelligence, and public‑sector stakeholders to ensure measurable outcomes, strong renewals, and visible advocacy across government ecosystems.

As the Government Customer Success Manager, you'll manage a portfolio of 75+ government and defence accounts representing over $2M in combined contract value, with individual contracts ranging from $5.6K to $798K. In this role, you'll own the post‑sale success, adoption, and value realisation for each of these customers, ensuring every account achieves measurable outcomes from the platform. Government customers operate with longer buying cycles, complex stakeholder groups, strict security expectations, and mission‑critical outcomes. Success in this role requires visible ownership, confidence navigating ambiguity, and the ability to translate platform usage into workforce readiness, operational resilience, and mission impact.

This role requires proactive, visible ownership. We are not looking for someone who primarily focuses on internal process, tooling, or operational clean‑up. Success depends on consistent customer‑facing engagement, independent relationship‑building, and the ability to clearly demonstrate outcomes without reliance on inherited relationships or escalation support.

You will manage a focused portfolio across:

• US Department of Defense (primary growth engine) — Air Force, Army, cyber‑focused units
• Western Allied Defence Forces — UK, Australia, Canada
• Local Government — police forces, councils, and public‑sector agencies

You will partner closely with a dedicated Government Account Manager, where:

• You own adoption, outcomes, and value proof
• The AM owns commercial execution, renewals, and expansion

Together, you will drive ≥90% Gross Revenue Retention and ≥125% Net Revenue Retention within the Government segment.

Key Responsibilities

Customer Outcomes & Retention

• 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:

• Job Qualification Requirements (JQRs)
• Workforce readiness goals
• Cyber capability maturity targets

Adoption, Engagement & Expansion Enablement

• Drive fast time‑to‑value by embedding TryHackMe into government training pipelines efficiently and securely.
• Standardise and scale content mapping to Job Qualification Requirements (JQRs) — a core differentiator for the GOV segment.
• Identify adoption‑led expansion signals including:

• Increased seat utilisation
• New units, teams, or agencies engaging
• Demand for CTFs, SOC simulators, tabletop exercises (TTX), or certifications

Strategic Growth & Advocacy

• Independently build net‑new government champions within your portfolio.
• Proactively identify, document, and communicate measurable customer outcomes.
• Develop credible, government‑ready success stories and expand TryHackMe’s GOV logo library and reference pack.
• Confidently ask customers for feedback, advocacy, references, or logo permission once value has been delivered.
• Represent the voice of the government customer internally, influencing product roadmap priorities and GOV‑specific enablement.

Operational Excellence & Enablement

• Own and continuously improve GOV‑specific playbooks and resources, including:

• GOV onboarding and renewal playbooks
• GOV kickoff and EBR decks
• The Gov Hub in Notion as a single source of truth

What Success Looks Like

• ≥90% renewal rate across the Government portfolio
• ≥125% Net Revenue Retention driven through adoption‑led expansion
• Customers can clearly articulate the mission and workforce impact of using TryHackMe
• Renewal risk is identified early and mitigated proactively
• Documented, repeatable GOV playbooks that scale success
• Recognition as a trusted cyber readiness advisor within government and defence

Strong candidates can clearly articulate:

• Specific customer relationships they personally built
• How their actions directly improved renewal outcomes
• How they identified and mitigated risk before escalation
• What changed for the customer because of their involvement

About You

Essential Skills & Experience

• 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
• Evidence of self‑directed execution without heavy oversight

This Role Is Not a Fit If You:

• Prefer working primarily behind the scenes rather than directly with customers
• Rely heavily on scripts without adapting to customer context
• Focus more on internal blockers than customer outcomes
• Are uncomfortable being accountable for visible progress and results
• Need close direction to drive engagement or momentum

Compliance, Security & Trust‑Based Environments

• 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

Government & Defence Domain Expertise (Desirable But Not Required)

• Familiarity with US DoD structures and terminology (Squadron → Group → Wing → MAJCOM; Army, Navy, Air Force, Marines, Space Force)
• Understanding of differences between Federal, State, Local, and International government organisations
• Exposure to government procurement processes, RFPs, contract vehicles, and extended buying cycles
• Awareness of government budget cycles, Continuing Resolutions (CRs), and shutdown impacts
• Experience working with resellers, system integrators, or defence contractors

Preferred (But Not Required) Backgrounds

• Former military, government, or defence contractor experience
• Customer Success or Account Management experience in the public sector
• Background in cybersecurity training, workforce development, or education services

Traits That Thrive at TryHackMe

• Ownership — “If not me, then who?”
• Bias for Action — progress over perfection
• Customer Obsession — empathy paired with accountability
• Resilience — persistence through complexity and long cycles
• Craftsmanship — pride in clarity, quality, and impact

Customer Success at TryHackMe is not a support role. It is a growth, trust, and outcomes function.

Why This Role Matters

Government and defence customers represent one of TryHackMe’s most strategically important opportunities. This role is not about account maintenance — it’s about building trust, proving value, and embedding TryHackMe into national cyber capability strategies. If done well, this role directly shapes how TryHackMe is perceived across the global government and defence ecosystem.

Hiring Process

Application Submit your CV and answer targeted questions about your experience working with government or highly regulated customers.

Intro Call A 30‑minute conversation with our Talent team or Hiring Manager to learn more about your background, your interest in TryHackMe, and your experience in complex customer environments.

Practical Exercise A short take‑home task based on a realistic government customer scenario, designed to understand how you think about adoption, value, and long‑cycle customer success.

Panel Discussion A deeper discussion of your exercise, experience, and approach to working with government and defence stakeholders.

Final Conversation with Leadership A conversation with senior leadership to align on mission, ownership, and how this role contributes to TryHackMe’s long‑term government strategy.

Working Across Time Zones TryHackMe is a globally distributed, remote‑first company. This role is ideally UK or European‑based, as the wider CS team operates on UK hours. Candidates based in the US will be considered, but must be able to maintain regular availability during US morning / UK afternoon hours to support team collaboration and customer outcomes. Travel is a core part of this role. You’ll be expected to attend industry events and customer onsites — including DoD‑focused events in the US — and should be genuinely comfortable with a travel‑heavy schedule. We believe the best partnerships are built in person.

Benefits & Perks

• Salary — We hire globally and determine compensation based on geographic location, seniority, interview performance, and market benchmarks.
• 100% Remote — Work from anywhere.
• Flexible Working — Structure your day in a way that supports your customers and cross‑team collaboration.
• Tools — A dedicated work laptop and any accessories you need to do your best work.
• Swag Pack — Start 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 paid company retreat.
• Health Insurance — Provided where public healthcare is not available.
• Enhanced Parental Leave — Enhanced maternity and paternity packages.
• 401k / Pension — Support for long‑term financial planning, location dependent.
• Lunch on Us — We cover the cost of lunch during recurring company virtual lunches.
• Free TryHackMe Subscriptions — Complimentary access for your friends and family.

Equal Opportunity Statement We are an equal opportunity employer. All applications are considered regardless of race, color, national origin, gender, sexual orientation, religion, pregnancy, or any other protected class.