Customer Success Manager

BUILD A SAFER WORLD. TRM Labs provides AI-powered intelligence solutions that help public and private sector agencies investigate and disrupt crime. TRM's platforms enable investigators to trace illicit activity, build cases, and construct operating pictures of threat networks. Leading agencies and businesses worldwide rely on TRM to make the world safer and more secure. The AI Customer Success function is being built from the ground up, and this role will help define it. As the first Customer Success Manager in this area, you will own the end-to-end post-sale experience for a portfolio of customers that includes some of the world’s most sophisticated cyber investigators, national security agencies, and financial crime teams. Your mandate is not just to manage accounts—you will help establish the playbook, define what success looks like, and drive a product-led growth motion that turns new customers into long-term, expanding partners. The impact you will have: - 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 What we're looking for: - 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 About the Team: - This team focuses on TRM’s AI-driven blockchain intelligence capabilities, supporting investigators and compliance teams working on complex cases involving crypto-related financial crime, cyber thre