Government Customer Success Manager - TryHackMe - Etätyö - Globaali

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. As the Government Customer Success Manager, you'll manage a portfolio of 75+ government and defence accounts representing over $2M in combined contract value, with individual contracts ranging from $5.6K to $798K. In this role, you'll own the post-sale success, adoption, and value realisation for each of these customers, ensuring every account achieves measurable outcomes from the platform. 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 include acting as the primary relationship owner for government and defence customers, establishing and maintaining engagement cadence, leading onboarding and kickoff sessions, defining success criteria, monitoring adoption health, owning renewal readiness, driving fast time-to-value, standardising content mapping, identifying expansion signals, leading executive reviews, building government champions, developing success stories, representing the voice of the customer, owning and improving GOV-specific playbooks, tracking adoption and renewal risks, and more. Success metrics include ≥90% renewal rate, ≥125% net revenue retention, clear articulation of mission and impact, early risk mitigation, documented GOV playbooks, and recognition as a trusted advisor. About you, the candidate, should have 3+ years experience in Customer Success, Account Management, or Strategic Partnerships within SaaS, cybersecurity, or regulated environments, proven ability to manage complex customers, strong data literacy, experience with adoption, renewals, and expansion, excellent communication skills, ownership mindset, and self-directed execution. The role is not suitable for those who prefer behind-the-scenes work, rely on scripts, focus on internal blockers, or are uncomfortable with accountability for visible results. Familiarity with security frameworks like FedRAMP, FISMA, NIST, or data sovereignty is advantageous. Desirable backgrounds include military, government, defence contractor, public sector customer success, or cybersecurity training. Traits include ownership, bias for action, customer obsession, resilience, and craftsmanship. The role is critical for shaping TryHackMe’s perception in government and defence. The hiring process involves application, intro call, practical exercise, panel discussion, and final leadership interview. The role is remote, ideally UK or European-based, with US candidates considered. Travel is expected, including US DoD events. Benefits include salary based on location and seniority, remote work, flexible hours, tools, swag, training budget, retreats, health insurance, parental leave, pension, lunch, and subscriptions. The candidate must have the legal right to work in their country. The application process involves submitting CV, answering questions, and possibly participating in assessments and interviews.