Government Customer Success Manager

Overview

In this role you will manage a strategic portfolio of UK government and public sector customers, ensuring ongoing value realization and renewals. You will act as the trusted advisor, aligning Elliptic’s capabilities with each agency’s mission while navigating complex procurement and security environments. You’ll collaborate across product, engineering, and sales to drive adoption and expansion, shaping how public sector partners use our crypto analytics to enhance safety and transparency. This position offers meaningful impact at the intersection of government, compliance, and technology, with a clear growth trajectory in a mission-driven company.

Responsibilities

• Own outcomes for a defined portfolio of UK/EMEA government and public sector customers from onboarding to renewal and expansion
• Serve as the strategic contact across each account, engaging operational users, leadership, procurement, and security stakeholders
• Develop tailored success plans and conduct reviews to drive adoption and value realization
• Monitor account health and engagement trends, identify risks and opportunities, and act to safeguard renewals
• Lead renewal and expansion cycles end-to-end, manage retention pipeline and forecast outcomes
• Collaborate with Sales, Product, Engineering, and Support to resolve issues and communicate roadmap context
• Coordinate secure communications and documentation per customer and internal policies
• Maintain structured account intelligence on usage, outcomes, stakeholders, and next actions
• Represent the voice of government customers to influence product evolution and service delivery
• Share best practices and contribute to the ongoing government CS strategy
• Contribute to refinement of Elliptic’s government CS strategy and cross-team engagement

Key requirements

• British citizen
• Active UK Security Check (SC) clearance
• Experience with public sector customers and navigating procurement/contracting processes
• Background in or understanding of public sector operations; government experience preferred
• Proven success in customer success, account management, or equivalent
• Ability to work with law enforcement/intelligence customers with discretion and professionalism
• Excellent communication skills to translate complex concepts for diverse audiences
• Strong organizational skills with ability to manage multiple high-value accounts and deadlines

• customer-centric mindset
• proactive stakeholder management
• diplomacy and professionalism
• collaboration across cross-functional teams
• data-driven decision making
• clear and concise communication

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