Government Customer Success Manager

Government Customer Success Manager

At Try Hack Me , 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 Try Hack Me  as a long‑term cyber readiness and workforce development partner
.

This role sits at the centre of one of Try Hack Me ’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 own the post‑sale success, adoption, and value realisation for Try Hack Me ’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.

• 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 Try Hack Me  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.

• Drive fast time‑to‑value by embedding Try Hack Me  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.

• Independently build net‑new government champions within your portfolio.

• Proactively identify, document, and communicate measurable…