Government Customer Success Manager

General Description

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.

Role Overview 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 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 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.

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 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 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 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.

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