[Hiring] Customer Success Manager @TRM Labs

Role Description

As the first Customer Success Manager in the AI Customer Success function, you will own the end-to-end post-sale experience for a portfolio of customers that includes sophisticated cyber threat intelligence teams, national security agencies, and financial crime teams. Your mandate is to establish the playbook, define success, and drive a product-led growth motion.

• Build and ship a v1 onboarding playbook within the first 30 days.
• Use AI to build production CS workflows that auto-generate account health summaries and QBR drafts.
• Define and track adoption benchmarks across the portfolio.
• Identify and scope the highest-impact PLG play within 60 days.
• Run executive business reviews and QBRs with senior stakeholders internationally.
• Partner with ADs on expansion plays and co-own NRR targets.
• Close the feedback loop between customers and Product.
• Design the CS infrastructure and tooling stack that scales as the product grows.

Qualifications

• Background in cyber or cyber threat intelligence, intelligence agencies, financial crime investigations, or regulatory and compliance environments.
• 5+ years as an onboarding engineer, customer success manager, deployment strategist, or in another post-sale role.
• Domain credibility in cyber, national security, or financial crime.
• Demonstrated zero-to-one builder experience.
• Production AI fluency.
• A high level of independence.
• Strong executive presence.
• Experience supporting international customers.

Requirements

• Ability to navigate regional, cultural, and time-zone differences.
• High level of personal ownership and accountability.
• Comfort navigating ambiguity and adjusting course as new information emerges.

Benefits

• Fully remote work environment.
• Asynchronous communication and collaboration through Slack.
• Weekly customer syncs and biweekly health syncs.
• High autonomy and direct access to leadership.

Company Description

TRM Labs provides AI-powered intelligence solutions that help public and private sector agencies investigate and disrupt crime. Leading agencies and businesses worldwide rely on TRM to make the world safer and more secure.