Customer Success Manager

TRM Labs is dedicated to building a safer world through AI-powered intelligence solutions for crime investigation. The Customer Success Manager will define and manage the post-sale experience for a portfolio of high-profile customers, focusing on driving product-led growth and establishing best practices in customer success.

Responsibilities:

• Build and ship a v1 onboarding playbook within the first 30 days — a practical, working version built from early customer engagements that can be iterated as you learn what drives adoption across segments
• Use AI to build production CS workflows that pull from ChurnZero, Salesforce, Gong, and product usage telemetry to auto-generate account health summaries and QBR drafts — compressing hours of reporting prep into minutes so you can spend your time on the work that actually requires human judgment
• Define and track adoption benchmarks across the portfolio — hands-on-keyboard usage, consumption rates, and account-specific success metrics — and surface at-risk accounts before renewal decisions are made
• Identify and scope the highest-impact PLG play within 60 days by working backwards from expansion targets, focusing on the one or two use cases most likely to drive consumption across the customer base
• Run executive business reviews and QBRs with senior stakeholders at government agencies and financial institutions — building the trust and credibility that turns TRM from a vendor into a mission-critical partner
• Partner with ADs on expansion plays, co-own NRR targets, and build the structured path to proving value for every customer with an expiring or at-risk contract
• Close the feedback loop between customers and Product — synthesize adoption blockers, feature gaps, and new use case opportunities into prioritized, actionable input that informs the roadmap
• Design the CS infrastructure and tooling stack that scales as the product grows — you are building the foundation the next CSM hire will inherit

Requirements:

• 5+ years in customer success or post-sale roles with proven ownership of NRR, GRR, and expansion metrics — you have the track record, not just the title
• Domain credibility in cyber, national security, financial crime, or blockchain intelligence — you can walk into a room of investigators and earn their trust in the first meeting, not the fifth
• Demonstrated zero-to-one builder experience — you have built a CS function, onboarding playbook, or PLG motion from scratch and can point to the specific outcomes it drove
• Production AI fluency — you have built real, repeatable AI workflows (not just experiments) that synthesize data from multiple sources into outputs that run consistently and have measurable results; you can show the workflow, explain the data logic, and articulate where human judgment stays in the loop
• High level of independence — you set your own agenda, operate without needing constant direction, and ship v1 before you have all the answers
• Strong executive presence — you can run a QBR with a senior government stakeholder or financial institution executive and command the room through substance, not just polish