Government Customer Success Manager

Job Title

Government Customer Success Manager - EMEA - London

Responsibilities

• Own customer outcomes for a defined portfolio of UK and EMEA government and public sector customers, managing relationships from onboarding through renewal and expansion.
• Serve as the primary strategic point of contact across each account, fostering trust with operational users, leadership, procurement, and security stakeholders.
• Drive adoption and value realization by developing tailored success plans, leading service and strategy reviews, and aligning Elliptic's capabilities to each agency's mission and compliance objectives.
• Monitor account health and engagement trends, identifying early indicators of risk or opportunity and taking timely, proactive action to safeguard renewals and encourage growth.
• Lead renewal and expansion cycles end to end, maintaining an accurate retention pipeline, forecasting outcomes, and negotiating terms that balance agency priorities with Elliptic's business goals.
• Collaborate closely with Sales, Product, Engineering, and Support to resolve issues, communicate roadmap context, and advocate for the unique needs of government partners.
• Coordinate secure communications and documentation in accordance with customer and internal policies, maintaining the highest standards of reliability and responsiveness.
• Build and maintain structured account intelligence, tracking usage, measurable outcomes, stakeholder movements, and next actions to ensure alignment and transparency.
• Represent the voice of the government customer internally-providing insights that guide product evolution, policy decisions, and service delivery for public sector use cases.
• Contribute to the ongoing refinement of Elliptic's government customer success strategy, sharing lessons learned and best practices to strengthen engagement across this critical segment.

Required Qualifications

• British citizen (due to security requirements for UK Government work).
• Active UK Security Check (SC) clearance.
• Demonstrated experience working with public sector customers, including managing complex stakeholder groups and navigating formal procurement and contracting processes.
• Background in or strong understanding of public sector operations - experience working directly within government is strongly 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 (directly or via partners), exercising appropriate discretion, diplomacy, and professionalism.
• Excellent communication skills, with the ability to translate complex or technical concepts into clear, actionable guidance for diverse audiences.
• Strong organizational and prioritization skills, capable of managing multiple high value accounts and deadlines while maintaining attention to detail and thorough follow through.

Our Ideal Candidate Has

• Direct experience supporting customers who work with analytics, investigations, risk, compliance, or intelligence workflows.
• A background in regulated or high security environments such as government, defense, critical infrastructure, or financial crime, with an understanding of the expectations for security, discretion, and delivery.
• Experience developing and executing success plans based on usage data and measurable outcomes to drive adoption and continuous improvement.
• Strong collaboration skills, working effectively with Sales on account growth strategies and with Product, Support, and Engineering to deliver seamless issue resolution and value realization.
• Proven ability to manage complex stakeholder groups, aligning technical and non technical audiences around shared objectives and success metrics.

Bonus Points for

• Experience working directly with law enforcement, intelligence, or national security agencies, especially in data or compliance driven programs.
• Familiarity with public procurement frameworks and contracting processes, such as G Cloud and typical government buying cycles.
• Hands on experience navigating security accreditation or assurance processes within classified or restricted networks.
• Understanding of financial crime prevention, blockchain analytics, or cryptocurrency risk management use cases.
• Demonstrated success in building multi stakeholder account plans, incorporating operational, technical, and executive sponsors within complex government structures.
• Experience collaborating with international or cross agency teams, aligning strategies across jurisdictions or departments.
• Ability to translate technical solutions into operational impact, connecting Elliptic's capabilities with mission success and measurable outcomes.
• Knowledge of public sector compliance frameworks such as ISO 27001 or NCSC guidelines, and government security standards or classification levels.
• Deep awareness of data sensitivity, privacy, and information governance best practices in high security environments.