• Manage a portfolio of enterprise accounts post-sale • Lead onboarding and early-stage engagement • Own the customer relationship throughout the lifecycle • Contribute to customer success planning by helping define customer goals • Monitor account health qualitatively • Work closely with Service Level Management (SLM), Support, Product, and Engineering • Remain close to customer issues and communication during incidents • Track customer activity, actions, risks, and next steps across multiple accounts • Identify recurring customer challenges and contribute to improving onboarding, engagement, and customer experience practices

• Act as the primary relationship owner for government and defence customers, building trust across operational, training, technical, and leadership stakeholders. • Establish and maintain a regular, documented engagement cadence across the entire portfolio — no accounts sit untouched without clear justification. • Lead GOV-specific onboarding and kickoff sessions aligned to mission readiness, workforce capability, and policy constraints. • Define clear success criteria early, mapping TryHackMe usage to Job Qualification Requirements (JQRs), workforce readiness goals, and cyber capability maturity targets. • Monitor adoption health (usage, engagement, milestone completion) and proactively intervene to mitigate risk well ahead of renewal. • Own renewal readiness from a value and risk perspective, beginning 6–12 months pre-expiry, with documented mitigation plans for any amber or red accounts. • Maintain accurate renewal classification, forecasting, and CRM documentation to support predictable outcomes. • Drive fast time-to-value by embedding TryHackMe into government training pipelines efficiently and securely. • Standardise and scale content mapping to Job Qualification Requirements (JQRs) — a core differentiator for the GOV segment. • Identify adoption-led expansion signals including increased seat utilisation, new units, teams, or agencies engaging, and demand for CTFs, SOC simulators, tabletop exercises (TTX), or certifications. • Partner with the Government Account Manager to convert adoption insights and usage data into qualified expansion opportunities. • Lead Executive Business Reviews (EBRs) focused on mission outcomes and workforce readiness, not product features. • Independently build net-new government champions within your portfolio and proactively identify, document, and communicate measurable customer outcomes. • Develop credible, government-ready success stories and expand TryHackMe’s GOV logo library and reference pack. • Represent the voice of the government customer internally, influencing product roadmap priorities and GOV-specific enablement.

• Act as the first point of contact from customer inquiries related to general and technical product functionality, pricing, and upgrades. • Track, troubleshoot, and resolve customer requests and issues through chat, phone, and ticketing systems - escalate where necessary. • Support daily Customer Success operations, including ticket administration, queue organization, backlog triage assistance, and assignment coordination. • Maintain accurate records in customer systems and tools (CRM, ticketing platform, billing systems), ensuring data completeness and consistency. • Assist with customer onboarding and renewal administration, including documentation collection, scheduling support, and internal coordination. • Prepare routine reports, dashboards, and data summaries to support team tracking, Monthly Operating Reviews, and leadership updates. • Support billing and accounts administrative tasks, including invoice tracking, data verification, and coordination with Finance or Billing teams. • Assist with customer communications such as follow‑ups, documentation delivery, and standardized outreach under guidance of senior team members. • Maintain and update internal process documentation, templates, and knowledge base materials. • Support pricing, subscription, and account change administration, ensuring requests are logged and routed correctly. • Help track team performance metrics and service‑level adherence. • Identify process gaps, inefficiencies, or recurring issues and escalate recommendations for improvement. • Provide general administrative support for the Customer Success team, including meeting coordination, task tracking, and cross‑functional follow‑ups. • Perform other operational and administrative duties as assigned.

• This is not traditional customer support. You are the vital bridge between our clients and our creative teams. • Your mission is to turn vague client goals into razor-sharp creative direction while keeping the production engine moving without friction. • You aren't just a "replier"—you are a consultant who advocates for the client’s vision while having the backbone to challenge them when their input is vague. • You will use AI tools to summarize, structure, and refine communication so you can focus on what matters: high-level judgment and driving successful outcomes. • Strategic Advocacy: Spot risks early before they become issues and act on them proactively. • Input Excellence: Push back on vague or low-quality briefs. Guide clients toward better inputs to ensure world-class design results. • Structured Communication: Keep all correspondence tight, clear, and useful. No over-explaining—just clarity. • Service Optimization: Improve how clients use Deer Designer over time, moving from reactive support to proactive partnership. • AI-Enhanced Workflow: Leverage AI to draft, structure, and refine your communication and internal processes to 10x your efficiency.