Customer Success Manager

TRM Labs
United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Communication","Problem-solving","Leadership","Customer relationship management"]

The first dedicated Customer Success Manager for TRM’s AI-enabled CS function will own the post-sale experience for high-profile customers (government agencies, financial institutions, and cyber investigators), define onboarding playbooks, drive product-led expansion, and build scalable CS workflows using AI to automate health summaries and QBRs. You’ll shape adoption benchmarks, identify high-impact PLG plays, and partner with leadership to turn customers into long-term partners.

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FursaFursa
TRM Labs
TRM Labs
3 months ago

Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

The first dedicated Customer Success Manager for TRM’s AI-enabled CS function will own the post-sale experience for high-profile customers (government agencies, financial institutions, and cyber investigators), define onboarding playbooks, drive product-led expansion, and build scalable CS workflows using AI to automate health summaries and QBRs. You’ll shape adoption benchmarks, identify high-impact PLG plays, and partner with leadership to turn customers into long-term partners.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own end-to-end post-sale experience for a portfolio of customers and define what success looks like
  • •Build and ship a v1 onboarding playbook within 30 days using early customer engagements
  • •Develop AI-powered CS workflows to auto-generate account health summaries and QBR drafts
  • •Define and track adoption benchmarks across the portfolio and surface at-risk accounts before renewals
  • •Design the CS infrastructure and tooling stack to scale as the product grows

Key Requirements

  • •5+ years in customer success or post-sale roles with proven ownership of NRR, GRR, and expansion metrics
Experience:5+ yearsCyberNational securityFinancial crimeBlockchain intelligence
Skills:CommunicationProblem-solvingLeadershipCustomer relationship management
Tech Stack:ChurnZeroSalesforceGongAI

Company Brief

TRM Labs
Provides blockchain intelligence and crypto risk management solutions to help financial institutions, governments, and crypto firms detect fraud, trace illicit activity, and comply with regulatory requirements across digital asset ecosystems.
Industry: RegTech
Company Size: Large (251 to 1,000 employees)
Growth: Growth Stage Startup
Headquarters: San Francisco, United States
Founded: 2018
WebsiteLinkedIn