Customer Success Manager

TRM Labs

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 and experience in cyber, CTI, 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 threats, and national security risks - This is the first hire for this Customer Success team — you will help build the function from the ground up, with high autonomy, direct access to leadership, and meaningful influence on how TRM approaches customer success in this area - The broader TRM CS organization operates distributed, not distant — async-first communication through Slack, strong documentation, and intentional synchronous time for key decisions - You will work directly with the Head of Customer Success and Patrick South (CRO), with close day-to-day collaboration with the AD team and Product Team Operating Rhythms: - As a globally distributed team, members may observe different timezones. However, most of the team will overlap between the hours of 7am-5:00 pm PST for meetings and collaboration. - Our Customer success Team is fully remote, thriving on asynchronous communication and collaboration through Slack channels and detailed documentation. We hold weekly Customer Syncs, bi-weekly health syncs, join our associated POD calls, and regularly engage with our customers. As experts in our craft, we focus on providing support, driving value, and building meaningful relationships with our customers as trusted advisors. We are on the front lines of TRM, ensuring our customers get the most out of the product and bringing valuable insights back to the team. - Moves fast and iterates — v1 ships before it is perfect, and feedback is expected to be direct and specific On-Call Responsibilities: - End-to-End Ownership: While there is no formal hourly rotation, you will be the primary lead for your area and responsible for customer success. This requires a high degree of agency and a commitment to seeing mission-critical tasks through to resolution, including the flexibility to handle urgent needs outside of standard hours or on weekends when they arise. Learn about TRM Speed in this position: - Within 30 days of joining, you ship a working v1 onboarding playbook built from your first 2–3 accounts — not a slide deck, but a live document with measurable adoption benchmarks that the account team is already using to set customer expectations - Within 6 weeks, you share a draft success metrics framework at 50% complete with the account team and key customers to validate direction — getting real signal on what drives credit consumption before investing further in building out the full playbook - Within 60 days, you identify and scope the highest-impact PLG play by working backwards from expansion targets — presenting a concrete recommendation to leadership on which use case to prioritize and why, grounded in actual account data LIFE AT TRM We are building a safer world. That promise shows up in how we work every day. TRM moves quickly. We are a high velocity, high ownership team that expects clarity, follow-through, and impact. People who thrive here are energized by hard problems, experimentation, and continuous feedback. If something takes months elsewhere, it will ship here in days. Our work sits at the intersection of AI, national security, and fighting crime. The problems are complex, the stakes are real, and the environment evolves quickly. The pace and intensity of the work reflect the importance of the mission. As a result, the way we operate requires a high level of ownership, adaptability, collaboration, and creative problem-solving. At TRM, you should expect: - Priorities and targets to change quickly as we experiment and iterate - Work that often requires operating with a high degree of ambiguity - A high level of personal ownership and accountability - Close collaboration across teams and functions - Frequent, high-touch communication - Creative problem solving and out-of-the-box thinking - A pace that rewards urgency, adaptability, and outcomes This environment is energizing for people who enjoy building, solving hard problems, and making progress in situations that are not always fully defined. It also requires comfort navigating ambiguity, adjusting course as new information emerges, and maintaining focus and positivity in a fast-moving and intense environment. We also recognize that this style of operating is not for everyone. If you are primarily optimizing for predictability or a consistently balanced workload, we encourage you to use the interview process to pressure test whether this environment is truly the right fit. We want teammates who thrive here, not just survive here. At the same time, many people find this work deeply rewarding. If you are excited by meaningful problems, motivated by ambitious goals, and energized by working alongside mission-driven colleagues, there is a good chance you will find TRM to be an exceptional place to grow and contribute. Learn more: Interviewing at TRM: How We Hire and What Success Looks Like https://www.trmlabs.com/resources/blog/interviewing-at-trm-how-we-hire-and-what-success-looks-like   AI FLUENCY AT TRM AI fluency is a baseline expectation at TRM. We believe AI meaningfully changes how top performers operate. We expect every team member to use AI to accelerate and reimagine their craft, not just automate surface tasks. At TRM, AI fluency means you are among the top 10 percent of operators in your function in how you apply AI to: - Accelerate repeatable workflows - Structure and solve problems - Improve output quality - Increase speed and leverage You will be evaluated on applied AI fluency during the interview process. LEADERSHIP PRINCIPLES We hire and grow against three leadership principles. They’re the standards for how we operate, treat each other, and make decisions. - Impact-Oriented Trailblazer: We put customers first and move with speed, focus, and adaptability. We treat every plan like an experiment – test, ship, measure, and iterate quickly. - Master Craftsperson: We care deeply about our craft. We balance speed with high standards, own outcomes end‑to‑end, and invest in getting better everyday. - Inspiring Colleague: We add clarity and energy, not noise. We bring humility, candor, and a one‑team mindset — giving and receiving feedback to make the team stronger. JOIN OUR MISSION At TRM we care deeply about our craft. We are looking for individuals who want their work to matter, who experiment with speed and rigor, and who take pride in building a safer world for billions of people. If you’re excited by TRM’s mission but don’t check every box, we encourage you to apply — we hire for slope, judgment, and the will to learn fast. TRM is a Series C company with $220M in total funding, backed by Blockchain Capital, Goldman Sachs, Bessemer, Y Combinator, Thoma Bravo, and others. Headquartered in San Francisco, TRM operates as a distributed-first company with hubs in Los Angeles, San Francisco, New York, Washington D.C., London, and Singapore. PRIVACY POLICY AND ADDITIONAL INFORMATION By submitting your application, you agree to allow TRM Labs to process your personal information in accordance with our Privacy Policy https://www.trmlabs.com/policies/privacy-policy. We collect the information you provide (such as your resume, work history, and contact details) solely for the purpose of evaluating your candidacy for current and future roles at TRM. Because our hiring cycles for certain positions may span 24 to 36 months, we retain your personal information for up to 36 months from the date of your application. After that period, your data is deleted unless a different retention period is required or permitted by law. If you are located in the European Economic Area, the United Kingdom, or another jurisdiction with applicable data protection laws, you have the right to access, correct, or request deletion of your personal data at any time before that period ends. To exercise any of these rights, contact us at privacy@trmlabs.com. To notify TRM Labs that you believe this job posting is non-compliant, please