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 internationally. 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 threat intelligence teams and 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 international customer 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 preparation 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 internationally—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: 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 with proven ownership of NRR, GRR,