[Hiring] Customer Success Manager @Team Cymru

Role Description

Join the mission to make the digital world safer. 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.

Key Responsibilities

• Customer Engagement, Retention & Growth
  • 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.
• Cross-Functional Collaboration & Continuous Improvement
  • 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.

Qualifications

• 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).
• Experience supporting U.S. federal, state, or local government customers preferred.
• Strong track record in driving user adoption, retention, and expansion.
• Exposure to CTI is a strong plus, but deep practitioner experience is not required.
• Familiarity with tools like Salesforce, Gainsight, or similar CS platforms.

Additional Skills

• 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.

Education and Certifications

• Bachelor's degree or equivalent experience.
• 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.

Travel

• Occasional travel within the US and internationally for customer workshops, industry events, and team meetings is required.

Benefits

• At Team Cymru, we provide unmatched global threat intelligence that empowers organizations to proactively disrupt adversaries.
• As a Customer Success Engineer, you will be at the forefront of cybersecurity innovation, helping customers harness the full power of our threat intelligence to achieve critical business and security outcomes.
• We offer a collaborative, mission-driven culture where your expertise and impact will directly contribute to improving global security.

This job description is not exhaustive. Responsibilities may evolve as needed. Team Cymru is an equal opportunity employer and welcomes applicants from all backgrounds.