Team Cymru

Join the mission to make the digital world safer. About Team Cymru: Team Cymru’s mission is to save and improve human lives by helping public and private sector analysts track and take down cybercriminals, terrorists, and human traffickers around the world. We deliver unmatched visibility into global cyber threat activity and are a key intelligence source for leading cybersecurity and threat intelligence vendors. Our Pure Signal™ platform gives enterprise security teams on-demand access to global internet traffic telemetry, providing clarity into what’s happening across the internet with a level of visibility comparable to their own internal networks. This allows organizations to close detection gaps, accelerate incident response, and get ahead of critical, recurring threats. Team Cymru is a fast-paced, distribution-focused, private equity–backed company where your work directly supports a mission that protects millions worldwide. Why This Role Matters: As a Client Success Engineer, you directly impact how customers operationalize Team Cymru’s intelligence to support real-world missions. You will help government organizations turn data into actionable outcomes, strengthen their security posture, and stay ahead of evolving threats. By ensuring customers successfully adopt and expand their use of our platform, you drive retention, growth, and long-term partnerships, ultimately supporting Team Cymru’s mission to make the digital world safer. Position Summary: We are seeking a technically strong and customer-focused Client Success Engineer who can operate at the intersection of customer success and sales engineering. This individual will own customer outcomes while also supporting complex technical engagements across Defense, Intelligence, and Federal Civilian accounts. The ideal candidate brings a consultative mindset, strong technical fluency, and the ability to translate complex data into meaningful mission impact. This role requires both strategic thinking and hands-on execution to drive adoption, retention, and expansion. Key Responsibilities: Drive Mission Value & Customer Outcomes Partner with customers to ensure they are fully operationalizing Team Cymru’s capabilities within their workflows. Translate customer use cases into measurable mission outcomes and value realization. Identify gaps in adoption, workflow integration, and overall impact. Customer Health & Retention Define and track customer health metrics including usage, engagement, and renewal risk. Lead structured customer cadences such as QBRs and mission reviews. Proactively identify and mitigate churn risks while driving long-term retention. Customer Onboarding & Enablement Support onboarding to ensure customers successfully adopt the platform. Lead enablement efforts including training sessions, use case development, and ongoing education. Ensure customers are equipped to integrate solutions into their day-to-day operations. Expansion & Growth Identify expansion opportunities across new use cases, teams, and data sets. Partner with Account Management to convert customer value into revenue growth. Support upsell strategies by aligning solutions to evolving customer needs. Technical Engagement & Sales Support Serve as a technical resource during pre-sales and expansion cycles. Deliver demonstrations, technical walkthroughs, and solution guidance tailored to customer environments. Support complex evaluations and validate use cases across stakeholders. Internal Alignment & Execution Collaborate closely with Sales, Product, and Leadership to ensure alignment on customer needs and execution. Maintain visibility into customer activity, health, and opportunities using tools such as Salesforce. Support structured execution using frameworks like MEDDPICC and account planning. Required Skills & Abilities: Strong ability to translate technical concepts into clear, actionable insights for both technical and non-technical audiences. Experience working with cybersecurity technologies, threat intelligence, or data platforms. Ability to manage complex customer relationships across multiple stakeholders. Strong communication, presentation, and problem-solving skills. Comfort operating in both customer-facing and technical environments. Ability to work independently while collaborating across cross-functional teams. Education & Experience: Hold an active Top Secret clearance (TS), with TS/SCI preferred 7+ years of experience in Customer Success, Sales Engineering, or Technical Account Management within cybersecurity, threat intelligence, or data analytics. Comfortable operating across both post-sales and pre-sales environments experience navigating complex, multi-stakeholder government environments Experience supporting U.S. Government customers, preferably within DoD, Intelligence, or Federal Civilian agencies. Demonstrated ability to translate technical capabilities into mission or business outcomes. Experience navigating complex enterprise or government sales cycles. Bachelor’s degree in a relevant field or equivalent experience. Benefits may vary for non-U.S. employees; please contact us for details. Ready to make an impact? Apply now and help shape the financial future of a company protecting millions worldwide. This job description is not exhaustive. Responsibilities may evolve as needed. Team Cymru is an equal opportunity employer and welcomes applicants from all backgrounds.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Join the mission to make the digital world safer. We're seeking a Director of Customer Success to lead and scale our unified post-sales organization across Customer Success, Customer Support, and Customer Training & Enablement. This is a high-impact leadership role responsible for building the operating system that enables our teams and customers to maximize value while driving Gross Revenue Retention and Net Revenue Retention performance. As Director of Customer Success, you will lead a team of Cyber Threat Intelligence specialists across complementary functions. You will be both a strategic leader and an exceptional operator, capable of transforming vision into scalable processes, measurable outcomes, and consistent customer impact. Your leadership will ensure customers operationalize our solutions effectively and realize meaningful security outcomes. Key Responsibilities - Lead and Scale a Unified Post-Sales Organization - Lead Customer Success Managers, Support, and Enablement teams under a cohesive strategy and operating model - Define clear team charters, ownership models, and operating cadences to deliver a consistent and high-quality customer experience - Foster a culture of accountability, collaboration, excellence, and ownership aligned with Team Cymru’s guiding principles - Build and Evolve Customer Training and Enablement - Own the strategy for customer onboarding, training programs, and role-based learning paths across segments - Develop scalable enablement assets including playbooks, training content, and adoption guides that help customers operationalize workflows - Establish structured feedback loops driven by usage data, support trends, and outcome metrics to continuously improve enablement programs - Drive Customer Outcomes, Retention, and Growth - Oversee the entire post-sale lifecycle from onboarding through renewal and expansion - Ensure success plans are clearly defined, measured, and executed with consistency - Proactively identify adoption gaps, mitigate risk, and remove blockers to customer value realization - Track and influence key health metrics including usage, onboarding velocity, sentiment, CSAT, and retention indicators - Operational Excellence and Cross-Functional Alignment - Design and implement scalable processes, playbooks, and performance frameworks that reduce ambiguity and increase consistency - Improve tooling, reporting, and data discipline to enable accurate forecasting, risk visibility, and prioritization - Build durable cross-functional partnerships with Sales, Solutions Engineering, Product, and Engineering to ensure seamless handoffs and strong voice-of-customer loops Qualifications - 6+ years of experience in Customer Success, Customer Support, Enablement, or post-sales leadership within B2B SaaS environments - 2+ years leading managers and building multi-team operating rhythms - Demonstrated success scaling customer programs through process, systems, and enablement - Experience building or significantly expanding a customer training and enablement function - Strong operational leadership skills with the ability to translate strategy into repeatable systems and measurable outcomes Additional Skills - Excellent executive communication and stakeholder alignment capabilities - Customer-first leadership style with a bias toward action and continuous improvement - Comfort operating in ambiguity and building structure where it does not yet exist - Bachelor’s degree or equivalent experience - Relevant Customer Success or Enablement certifications are a plus - Travel - This role requires domestic and international travel as needed. Education and Certifications - Bachelor's degree or equivalent experience - Customer Success Certifications - Training & Enablement Certifications Benefits - Collaborative, mission-driven culture - Opportunity to contribute to improving global security Company Description 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. Ready to make an impact? Apply now and help shape the financial future of a company protecting millions worldwide. This job description is not exhaustive. Responsibilities may evolve as needed. Team Cymru is an equal opportunity employer and welcomes applicants from all backgrounds.