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, and expansion metrics—you have the track record, not just the title.

• Domain credibility in cyber, national security, or financial crime—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 deliver measurable results. You can show the workflow, explain the data logic, and articulate where human judgment stays in the loop.

• A 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.

• Experience supporting international customers, with the ability to navigate regional, cultural, and time-zone differences.

About the Team:

• This team focuses on TRM’s AI-driven Intel platform, supporting investigators and cyber teams working on complex cases involving cyber threats.

• This is the first Customer Success hire dedicated to international customers—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 globally.

• 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 international Sales teams and Product.

Team Operating Rhythms:

• As a globally distributed team, members work across multiple time zones. This role will primarily align its working hours and customer coverage with international markets, with flexibility to collaborate across regions when needed.

• Our Customer Success team is fully remote, thriving on asynchronous communication and collaboration through Slack channels and detailed documentation. We hold weekly customer syncs, biweekly health syncs, join our associated POD calls, and regularly engage with customers across international markets. 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.

• 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 across international markets. 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 fram