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.

• Serve as the primary point of contact for our customers, building strong relationships and ensuring their success with our product(s) • Manage multiple accounts, from mid-sized enterprises through Fortune 500 companies, across different industries • Understanding the customer’s pain points, compelling events, business goals and objectives, success measures, and desired outcomes, drive the customer to success • Onboard new customers; increase product adoption and usage across your full customer base; ensure timely renewals while minimizing churn; and uncover additional opportunities for solving customer problems which lead to expansion • Align with technical stakeholders and executive decision-makers within our customers’ organizations, and conduct activities like regular project calls, periodic business reviews (QBRs, EBRs, etc.) to continuously drive new value and demonstrate the existing value to drive that relationship through • Act as a client advocate within the company by collaborating with internal teams, such as product development and customer support, providing feedback to help improve our product and services, and ensuring clients' needs are met • Ensure clients are trained on the Cycode platform, educating them on how to best administer and optimize their usage of our platform to drive ROI and real business impact and receive ongoing support • Proactively promote and educate customers on new features and capabilities added to the Cycode platform • Capture and document the specific use cases, configurations, and other factors related to the customer’s instance of Cycode throughout the customer lifecycle

• Be the front-line of customer requests • Debug, report, and sometimes fix bugs and regressions • Advocate for customer needs to the greater Resend team • Iterate internal workflows to improve our resolution speed and efficacy • Proactively build relationships and identify potential papercuts for customers • Create documentation that answers customer questions or showcases solutions

• Configure customer accounts; customize backup policies and storage; facilitate onboarding; orient stakeholders; walk through admin portals; introduce support channels. • Identify migration opportunities; analyze usage and environment; conduct success planning and strategy sessions; align business outcomes with product adoption. • Conduct assessments; build protection plans; recommend software products and architectures across the Veeam Data Platform. • Run recovery simulations; apply the Veeam Data Resilience Maturity Model (DRMM) to track and report resilience posture; deliver quarterly resilience reports. • Monitor signals to detect churn risk early; define mitigation plans; partner on renewal strategy with actionable technical insights. • Build business cases; define TCO; articulate value propositions for expansion; schedule checkpoint reviews with stakeholders. • Engage CISO/CIO stakeholders with clear risk, status, and opportunity updates; support context for executive discussions and roadmap alignment. • Collaborate on marketing-informed campaigns and plays to drive adoption and expansion. • Operate with a long-term account assignment model tied to ARR and growth potential, typically covering 5–50 Enterprise and Commercial-Named accounts with $100K+ ARR. • Own the technical success plan and adoption roadmap; influence pricing, commercial terms, and renewal terms in partnership with Sales and CS leadership