Customer Success Manager- Government

Team Cymru is a mission-driven cybersecurity company that provides global internet visibility and threat intelligence to help organizations track and disrupt cybercriminals, protect critical infrastructure, and support national security. The Customer Success Manager will own post-sale engagement for government customers, driving onboarding, product adoption, retention, renewals, and expansion while helping agencies operationalize cyber threat intelligence. The role also partners cross-functionally to resolve blockers, improve customer experiences, and develop enablement and adoption programs.

Responsibilities:

• Act as the primary post-sales relationship owner for a portfolio of government customers, facilitating regular check-ins, QBRs, and success reviews to align on mission and business outcomes
• Define and track customer success plans, monitoring health signals, usage, and sentiment to identify gaps in adoption, integration, or process, and drive resolution through people, process, or tooling
• Track and influence key metrics, including time to value, WAU, quota consumption, CSAT, onboarding duration, and retention
• Identify and support upsell and expansion opportunities in partnership with Sales
• Champion best practices to help customers operationalize CTI workflows using Team Cymru's data and insights
• Partner with SEs, Support, and Product to resolve blockers, share feedback, and ensure a consistent customer experience
• Ensure Sales-to-CS handoffs include clearly defined customer objectives and value expectations
• Contribute to the development of onboarding journeys, training content, and adoption playbooks
• Gather and analyze customer feedback to identify opportunities for product enhancements and innovation, and provide guidance on how market trends and challenges should shape Team Cymru's solutions

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 (e.g., SOC, threat intelligence, or engineering teams)
• Strong track record in driving user adoption, retention, and expansion
• Familiarity with tools like Salesforce, Gainsight, or similar CS platforms
• Strong communication skills, able to translate business value for both technical and executive stakeholders
• Problem solver with a customer-first mindset, skilled at identifying root causes of adoption issues and building action plans to resolve them
• Comfortable working with ambiguity in data-sparse environments and managing 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
• Occasional travel within the US and internationally for customer workshops, industry events, and team meetings is required
• Experience supporting U.S. federal, state, or local government customers preferred
• Exposure to CTI is a strong plus, but deep practitioner experience is not required
• Exposure to cybersecurity frameworks and threat intelligence use cases a plus
• Active or eligible U.S. security clearance preferred but not required
• CTI-related training, certifications, or vendor-specific credentials (preferred but not required)