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'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

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
  • 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