Government Customer Success Manager

Own the success of a portfolio of UK government, law enforcement, and intelligence agency customers by driving adoption, value realization, retention, and expansion of Elliptic's solutions.

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 contact for operational, leadership, procurement, and security stakeholders.
• Develop success plans, lead service and strategy reviews, and align capabilities with agency missions and compliance objectives.
• Monitor account health and engagement, identifying risks and opportunities to protect renewals and encourage growth.
• 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 customers.
• Coordinate secure communications and documentation according to customer and internal policies.
• Maintain account intelligence covering usage, outcomes, stakeholder movements, and next actions.
• Represent government customer needs internally to guide product, policy, and service decisions.
• Contribute to Elliptic's government customer-success strategy and best practices.

Requirements

• British citizen due to UK Government security requirements.
• Experience working with public sector customers and navigating complex stakeholder groups, procurement, and contracting processes.
• 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.
• Discretion, diplomacy, and professionalism when working with law enforcement and intelligence agency customers.
• Excellent communication skills and ability to translate technical concepts into actionable guidance.
• Strong organization and prioritization skills for managing multiple high-value accounts and deadlines.
• Active UK Security Check (SC) clearance or willingness to obtain it is desirable.
• Experience with analytics, investigations, risk, compliance, intelligence workflows, or regulated and high-security environments is desirable.
• Experience using AI tools to improve productivity is desirable.

Benefits

• Hybrid working with the option to work from almost anywhere for up to 90 days per year.
• £500 remote working budget.
• $1,000 learning and development budget.
• 25 days of annual leave plus bank holidays.
• Additional birthday day off.
• 16 weeks of fully paid enhanced parental leave.
• Private health insurance through Vitality.
• Spill mental health support.
• Life assurance covering four times salary.
• Cycle to Work Scheme.