# Government Customer Success Manager

**Company:** [Elliptic](https://hotfix.jobs/companies/elliptic)
**Location:** London, United Kingdom
**Role:** Customer Success
**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
**Posted:** 2026-05-13

> 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.

## Job Description

## 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.

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