Customer Success Manager – Government
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Job Description
Customer Success Manager guiding government customers in adopting Team Cymru’s cyber threat intelligence platform. Driving retention, renewals, expansion, and mission-critical security outcomes.
Responsibilities:
- Own post-sale customer engagement for a portfolio of government customers through renewal and expansion
- Facilitate regular check-ins, QBRs, and success reviews aligned to mission and business outcomes
- Define and track customer success plans, health signals, usage, sentiment, adoption, integration, and process gaps
- Track and influence time to value, WAU, quota consumption, CSAT, onboarding duration, and retention
- Identify and support upsell and expansion opportunities with Sales
- Help customers operationalize cyber threat intelligence workflows using Team Cymru data and insights
- Partner with Sales Engineers, Support, and Product to resolve blockers and share feedback
- Ensure Sales-to-Customer Success handoffs include customer objectives and value expectations
- Contribute to onboarding journeys, training content, and adoption playbooks
- Analyze customer feedback and provide guidance for product enhancements, innovation, and market-informed solutions
- Coach internal teams and customer stakeholders through enablement gaps and change management
Requirements:
- 3+ years in Customer Success, Technical Account Management, or post-sales roles in enterprise B2B software
- Experience working with government agency customers and technical stakeholders such as SOC, threat intelligence, or engineering teams
- Experience supporting U.S. federal, state, or local government customers preferred
- Strong track record driving user adoption, retention, and expansion
- Exposure to cyber threat intelligence is a strong plus
- Familiarity with Salesforce, Gainsight, or similar customer success platforms
- Strong communication skills for translating business value to technical and executive stakeholders
- Customer-first problem-solving ability and root-cause analysis of adoption issues
- Ability to manage ambiguity, data-sparse environments, and competing priorities across multiple accounts
- Experience guiding customers through change management and process evolution
- Ability to coach internal teams and customer stakeholders through enablement gaps
- Bachelor's degree or equivalent experience
- Exposure to cybersecurity frameworks and threat intelligence use cases is a plus
- CTI-related training, certifications, or vendor-specific credentials preferred but not required
- Active or eligible U.S. security clearance preferred but not required
- Occasional travel within the US and internationally is required
- Must address U.S. work authorization and immigration sponsorship requirements in the application
Benefits:
- Remote work arrangement
- Collaborative, mission-driven culture
- Opportunity to contribute to improving global security
- Occasional international and domestic travel for customer workshops, industry events, and team meetings
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