Customer Success Manager

As the first Customer Success Manager for TRM Labs' AI-driven Intel platform, you own the end-to-end post-sale experience for a portfolio of international customers including cyber threat intelligence teams, national security agencies, and financial crime teams. You will establish the playbook, define what success looks like, and drive a product-led growth motion that turns new customers into long-term, expanding partners.

What you'll do

• 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 international customer segments.
• Use AI to build production Customer Success workflows that pull from ChurnZero, Salesforce, Gong, and product usage telemetry to auto-generate account health summaries and QBR drafts, compressing hours of reporting preparation into minutes so you can spend your time on work that 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 product-led growth 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 internationally, building the trust and credibility that turns TRM from a vendor into a mission-critical partner.
• Partner with Account Directors on expansion plays, co-own net revenue retention 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 by synthesizing adoption blockers, feature gaps, and new use-case opportunities into prioritized, actionable input that informs the roadmap.
• Design the Customer Success infrastructure and tooling stack that scales as the product grows, building the foundation the next Customer Success Manager hire will inherit.

What you bring

• Background in cyber, 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 with proven ownership of net revenue retention, gross revenue retention, and expansion metrics.
• Domain credibility in cyber, national security, or financial crime, so you can walk into a room of investigators and earn their trust in the first meeting.
• Demonstrated zero-to-one builder experience, having built a Customer Success function, onboarding playbook, or product-led growth motion from scratch with specific outcomes to show for it.
• Production AI fluency, with real, repeatable AI workflows that synthesize data from multiple sources into outputs that run consistently and deliver measurable results. You can explain the data logic and articulate where human judgment stays in the loop.
• High level of independence, setting your own agenda, operating without needing constant direction, and shipping v1 before you have all the answers.
• Strong executive presence, able to run a QBR with a senior government stakeholder or financial institution executive and command the room through substance.
• Experience supporting international customers, with the ability to navigate regional, cultural, and time-zone differences.

What we offer

• Fully remote work as part of a distributed-first team operating across multiple time zones, with flexibility to align working hours with international markets.
• Direct access to leadership and meaningful influence on how TRM approaches Customer Success globally, with collaboration across hubs in San Francisco, Los Angeles, New York, Washington D.C., London, and Singapore.
• On-call responsibilities focused on end-to-end ownership for international customer success, with flexibility to handle urgent needs outside standard hours when they arise.

About TRM Labs

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. TRM is a Series C company with $220M in total funding, backed by Goldman Sachs, Bessemer, Y Combinator, Thoma Bravo, and others, headquartered in San Francisco and operating as a distributed-first company.