Customer Success Manager- Government

Team Cymru•Lake Mary, FL

About The Position

This critical role focuses exclusively on Team Cymru's Government customers, maximizing product adoption, managing churn, accelerating time to value, and expanding footprint across strategic accounts. Government agencies face an increasingly hostile threat landscape, and the intelligence Team Cymru provides often informs decisions with real national security consequences. This CSM isn't just managing accounts, they're the primary link ensuring mission-critical customers actually operationalize our threat intelligence rather than letting it sit unused. As a key member of the Customer Success team, you will own customer engagement from post-sale through renewal and expansion, working across technical and business stakeholders to ensure successful onboarding, sustained adoption, and measurable impact on their cyber threat intelligence programs. This role is ideal for someone with strong customer success instincts, government-market fluency, and a passion for mission-driven cybersecurity work.

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

Nice To Haves

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
CTI-related training, certifications, or vendor-specific credentials (preferred but not required)
Active or eligible U.S. security clearance preferred but not required

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