Government Customer Success Manager
You will play a critical role in driving the success of a portfolio of UK government, law enforcement, and intelligence agency customers. You will act as a trusted advisor and primary advocate, ensuring that each organization continuously realizes measurable value from Elliptic's solutions. Your focus will be on driving adoption, value realization, retention, and expansion, partnering closely with the Account Executive to help customers achieve their operational outcomes while navigating sensitive and highly structured environments. In a typical week, you might lead a strategic business review with a national law enforcement agency, collaborate with Product to refine workflows that support compliance objectives, or shape a tailored renewal and expansion plan. Through thoughtful engagement, data-driven insights, and proactive stakeholder management, you will ensure each customer not only renews but continues to grow with Elliptic.
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 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
- 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
- Build and maintain structured account intelligence, tracking usage, measurable outcomes, stakeholder movements, and next actions
- Represent the voice of the government customer internally, providing insights that guide product evolution, policy decisions, and service delivery
- Contribute to the ongoing refinement of Elliptic's government customer-success strategy
Requirements
- British citizen (due to security requirements for UK Government work)
- 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, exercising appropriate discretion, diplomacy, and professionalism
- Excellent communication skills, with the ability to translate complex or technical concepts into clear, actionable guidance
- Strong organizational and prioritization skills, capable of managing multiple high-value accounts and deadlines
Benefits
- Hybrid working and the option to work from almost anywhere for up to 90 days per year
- £500 Remote working budget to set up your home office space
- $1,000 Learning & Development budget
- 25 days of annual leave + bank holidays
- An extra day for your birthday
- Enhanced parental leave: 16 weeks fully-paid leave
- Private Health Insurance (Vitality)
- Full access to Spill Mental Health Support
- Life Assurance covering 4 times your salary
- Cycle to Work Scheme