Government Customer Success Manager
Manages strategic UK and EMEA government and public-sector accounts, driving adoption, measurable value, renewals, and expansion. The role requires public-sector customer experience, procurement expertise, strong stakeholder management, and eligibility for UK Government security requirements.
About the job
Responsibilities
- Own customer outcomes for a portfolio of UK and EMEA government and public sector customers from onboarding through renewal and expansion.
- Serve as the primary strategic point of contact for operational users, leadership, procurement, and security stakeholders.
- Drive adoption and value realization through tailored success plans, service reviews, and strategy reviews.
- Monitor account health and engagement trends, identifying risks and opportunities proactively.
- Lead renewal and expansion cycles, maintain retention pipelines, forecast outcomes, and negotiate terms.
- Collaborate with Sales, Product, Engineering, and Support to resolve issues and advocate for government customer needs.
- Coordinate secure communications and documentation in accordance with customer and internal policies.
- Maintain account intelligence covering usage, outcomes, stakeholders, and next actions.
- Represent the government customer internally and contribute to customer-success strategy.
Requirements
- British citizenship due to security requirements for UK Government work.
- Experience working with public sector customers and complex stakeholder groups.
- Experience navigating formal procurement and contracting processes.
- Background in or strong understanding of public sector operations; direct government experience preferred.
- Proven success managing and growing strategic accounts in Customer Success, Account Management, or an equivalent customer-facing role.
- Comfort collaborating with law enforcement and intelligence agency customers.
- Excellent communication, organization, prioritization, and follow-through skills.
Nice-to-haves
- Active UK Security Check (SC) clearance, or willingness to obtain it.
- Experience supporting analytics, investigations, risk, compliance, or intelligence workflows.
- Background in government, defense, critical infrastructure, or financial crime prevention.
- Experience using usage data and measurable outcomes to develop success plans.
- Experience collaborating with Sales, Product, Support, and Engineering on account growth and issue resolution.
- Experience using AI tools to improve productivity.
- Experience with law enforcement, intelligence, or national security agencies.
- Familiarity with public procurement frameworks such as G-Cloud.
- Experience with security accreditation or assurance processes in classified or restricted networks.
- Knowledge of blockchain analytics, cryptocurrency risk management, ISO 27001, NCSC guidelines, government security standards, data sensitivity, privacy, or information governance.
Skills
SaaS, Customer Success, Account Management, Renewals, Account Expansion, Public Sector Procurement, Stakeholder Management, Usage Analytics, Risk Management, Compliance, Blockchain Analytics, Cryptocurrency, ISO 27001, Ncsc Guidelines, AI Tools
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