About the role

Role Overview

Customer Success Manager (first AI Customer Success hire) for TRM Labs’ AI customer success function, built from the ground up. Own the end-to-end post-sale experience for a portfolio of sophisticated government and financial crime customers, defining what success looks like and driving a product-led growth (PLG) motion.

Responsibilities

Build and ship a v1 onboarding playbook within the first 30 days, iterating based on early customer learnings.
Create production customer success (CS) workflows using AI that integrate ChurnZero, Salesforce, Gong, and product usage telemetry to auto-generate account health summaries and QBR drafts.
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.
Identify and scope the highest-impact PLG motion within 60 days by working backwards from expansion targets and prioritizing the 1–2 use cases most likely to drive broad consumption.
Run executive business reviews and QBRs with senior stakeholders in government agencies and financial institutions; position TRM as a mission-critical partner.
Partner with ADs on expansion plays, co-own NRR targets, and build a structured value path for customers with expiring or at-risk contracts.
Feed the product roadmap by synthesizing adoption blockers, feature gaps, and new use case opportunities from customer feedback.
Design CS infrastructure and tooling that can scale as the product and team grow.

Requirements

5+ years in customer success or post-sale roles with proven ownership of NRR, GRR, and expansion metrics.
Domain credibility in cyber/CTI, national security, financial crime, or blockchain intelligence.
Zero-to-one builder experience: built a CS function, onboarding playbook, or PLG motion from scratch with measurable outcomes.
Production AI fluency: built real, repeatable AI workflows (not just experiments) that synthesize multi-source data into consistent outputs with measurable results.
High independence: set your own agenda and ship v1 before having all the answers.
Strong executive presence: lead QBRs with senior stakeholders and command the room with substance.

Nice-to-Haves

(Implicit) Strong understanding of complex cyber investigations and compliance workflows supported by blockchain intelligence.

About TRM Labs

TRM Labs provides AI-powered intelligence solutions for public and private sector agencies to investigate and disrupt crime. Its platforms help investigators trace illicit activity, build cases, and map threat networks, with customers including leading cyber investigators, national security agencies, and financial crime teams.