Government Customer Success Manager

Overview

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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.

Role Focus

As the Government Customer Success Manager, you own the post-sale success, adoption, and value realisation for TryHackMe’s government and defence customers. Government customers operate with longer buying cycles, complex stakeholder groups, strict security expectations, and mission-critical outcomes. Success requires visible ownership, navigating ambiguity, and translating platform usage into workforce readiness, operational resilience, and mission impact. 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 while 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 & Outcomes

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.
• 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, and cyber capability maturity targets.
• Monitor adoption health (usage, engagement, milestone completion) and proactively intervene to mitigate risk ahead of renewal.
• Own renewal readiness from a value and risk perspective, beginning 6–12 months pre-expiry, with mitigation plans for amber or red accounts.
• Maintain accurate renewal classification, forecasting, and CRM documentation to support predictable outcomes.

Adoption, Engagement & Expansion Enablement

• Drive fast time-to-value by embedding TryHackMe into government training pipelines securely.
• Standardise and scale content mapping to Job Qualification Requirements (JQRs).
• Identify adoption-led expansion signals including increased seat utilisation, new units or agencies engaging, or demand for CTFs, SOC simulators, tabletop exercises (TTX), or certifications.
• Partner with the Government Account Manager to convert adoption insights into qualified expansion opportunities.
• Lead Executive Business Reviews (EBRs) focused on mission outcomes and workforce readiness.

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 after value has been delivered.
• Represent the voice of the government customer internally, influencing product roadmap priorities and GOV-specific enablement.

Operational Excellence & Enablement

• Own GOV-specific playbooks and resources, including GOV onboarding and renewal playbooks in ChurnZero, GOV kickoff and EBR decks, and the Gov Hub in Notion as a single source of truth.
• Use data to track adoption health, renewal risk, and expansion signals; maintain excellent CRM hygiene across HubSpot and ChurnZero.

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

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
• Evidence of self-directed execution without heavy oversight

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

Highly Desirable Domain Experience

• Familiarity with DoD structures and terminology
• Understanding of Federal, State, Local, and International government organisations
• Exposure to government procurement processes, RFPs, contract vehicles, and extended buying cycles
• Awareness of government budget cycles, CRs, and shutdown impacts
• Experience working with resellers, system integrators, or defence contractors

Compliance, Security & Trust

• Familiarity with security and compliance frameworks such as FedRAMP, FISMA, NIST
• Comfortable operating in high-trust, security-conscious environments
• Active security clearance (or eligibility and willingness to obtain one) is an advantage

Benefits & Perks

• Salary: Compensation based on geographic location, seniority, interview performance, and market benchmarks
• 100% Remote — Work from anywhere
• Flexible Working — Structure your day to support customers and cross-team collaboration
• Tools — A dedicated work laptop and necessary accessories
• Swag Pack
• Personal Development — £2,500 annual training budget
• Company Retreat — Annual, fully paid
• Health Insurance — Provided where public healthcare is not available
• Enhanced Parental Leave
• 401k / Pension
• Lunch on Us — Company virtual lunches
• Free TryHackMe Subscriptions

Working Across Time Zones

TryHackMe is a globally distributed, remote-first company. This role works with a UK-based team. If based in the US, you’ll overlap UK hours to support collaboration and outcomes.

Seniority level

Not Applicable

Employment type

Full-time

Job function

Other

Industries

Computer and Network Security

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