Customer Success Manager

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TRM Labs

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

₿ Crypto

📋 Compliance

🤝 B2B

Crypto • Compliance • B2B

TRM Labs is a blockchain intelligence company that provides transaction-monitoring, forensics, and compliance solutions for businesses and public-sector organizations dealing with cryptocurrencies. Their platform and products (examples: Compliance360, Investigation360, Seizure360, Supervision360, BlockInt API, MCP, wallet screening, Know-Your-Asset) help banks, crypto firms, regulators, law enforcement, and tax authorities detect, investigate, and block illicit crypto activity, support seizures, and meet AML/CTF and supervision requirements. TRM also offers training and certification (TRM Academy) and professional services such as incident response and capacity development.

📋 Description

• Own the end-to-end post-sale experience for an international portfolio of customers. • Build and ship a v1 onboarding playbook within the first 30 days. • Use AI to build production Customer Success workflows integrating ChurnZero, Salesforce, Gong, and product usage telemetry. • Generate account health summaries and QBR drafts using automated workflows. • Define and track adoption benchmarks, consumption rates, and account-specific success metrics. • Surface at-risk accounts before renewal decisions. • Identify and scope the highest-impact product-led growth play within 60 days. • Run executive business reviews and QBRs with senior stakeholders at government agencies and financial institutions. • Partner with ADs on expansion plays and co-own NRR targets. • Build structured paths to prove value for customers with expiring or at-risk contracts. • Synthesize adoption blockers, feature gaps, and use-case opportunities into actionable Product feedback. • Design the scalable Customer Success infrastructure and tooling stack. • Lead customer success across international markets, including urgent needs outside standard hours or on weekends when necessary.

🎯 Requirements

• 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 another post-sale role. • Proven ownership of NRR, GRR, and expansion metrics. • Domain credibility in cyber, national security, or financial crime. • Demonstrated zero-to-one builder experience creating a CS function, onboarding playbook, or PLG motion from scratch. • Production AI fluency, including building repeatable workflows that synthesize data from multiple sources into consistent, measurable outputs. • Ability to explain AI workflow data logic and where human judgment remains involved. • High level of independence and ability to ship v1 without complete information. • Strong executive presence with senior government and financial institution stakeholders. • Experience supporting international customers and navigating regional, cultural, and time-zone differences. • Ability to handle urgent customer needs outside standard hours or on weekends when they arise.

🏖️ Benefits

• Fully remote work • Asynchronous communication and collaboration through Slack • Flexible collaboration across regions and time zones • Weekly customer syncs • Biweekly health syncs • Direct access to leadership • Meaningful influence on global customer success • Competitive benefits, wellness programs, and time away from work, varying by country and local employment requirements