Government Customer Success Manager

🕒 May 6

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TryHackMe

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🔒 Cybersecurity

📚 Education

☁️ SaaS

Cybersecurity • Education • SaaS

TryHackMe is an online learning platform that makes learning and teaching cybersecurity accessible and practical through prebuilt courses, cloud-hosted virtual machines (VMs), and hands-on labs designed for CTFs, workshops, assessments, and training. Launched in 2018, the platform emphasizes practical, deployable environments so users can avoid local VM configuration, and it serves millions of learners while supporting both individual and organizational training needs.

📋 Description

• 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, and 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 6–12 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. • 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, and 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. • Independently build net-new government champions within your portfolio and proactively identify, document, and communicate measurable customer outcomes. • Develop credible, government-ready success stories and expand TryHackMe’s GOV logo library and reference pack. • Represent the voice of the government customer internally, influencing product roadmap priorities and GOV-specific enablement.

🎯 Requirements

• 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 is a strong advantage but not required. • 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. • Familiarity with US DoD structures and terminology (Squadron → Group → Wing → MAJCOM; Army, Navy, Air Force, Marines, Space Force) is desirable but not required. • Understanding of differences between Federal, State, Local, and International government organisations is desirable but not required. • Exposure to government procurement processes, RFPs, contract vehicles, and extended buying cycles is desirable but not required. • Awareness of government budget cycles, Continuing Resolutions (CRs), and shutdown impacts is desirable but not required. • Experience working with resellers, system integrators, or defence contractors is desirable but not required.

🏖️ Benefits

• 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.