Government Customer Success Manager

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.

Were 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 TryHackMes most strategically important growth segments. Youll work closely with defence intelligence and public-sector stakeholders to ensure measurable outcomes strong renewals and visible advocacy across government ecosystems.

Role Overview

As the Government Customer Success Manager you own the post-sale success adoption and value realisation for TryHackMes government and defence customers.

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

• 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 612 months pre-expiry with documented mitigation plans for any 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 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

• Partner with the Government Account Manager to convert adoption insights and usage data into qualified expansion opportunities.

• Lead Executive Business Reviews (EBRs) focused on mission outcomes and workforce readiness not product features.

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 TryHackMes 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 in ChurnZero

  • GOV kickoff and EBR decks

  • The Gov Hub in Notion as a single source of truth

• Use data rigorously to track adoption health renewal risk and expansion signals.

• Maintain excellent CRM hygiene across HubSpot and ChurnZero forecasting accuracy is a non-negotiable expectation.

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

Government & Defence Domain Expertise (Highly Desirable)

• Familiarity with 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

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

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

Our strongest CSMs demonstrate:

• 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 TryHackMes most strategically important opportunities.

This role is not about account maintenance its 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.

Our Hiring Process

We aim to keep our process focused respectful of your time and centred on real-world Customer Success experience in government and regulated environments.

1. Application

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

2. 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.

3. 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.

4. Panel Discussion

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

5. Final Conversation with Leadership

   A conversation with senior leadership to align on mission ownership and how this role contributes to TryHackMes long-term government strategy.

Working Across Time Zones

TryHackMe is a globally distributed remote-first company.

This role works closely with a UK-based team. If you happen to be US-based youll be expected to maintain regular overlap during US morning / UK afternoon hours when required to support collaboration and customer outcomes.

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 2500 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.