Customer Success Manager

TRM Labs
Germany
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Independence","Executive presence","Customer trust-building","Problem-solving","Ownership"]

Own the end-to-end post-sale experience for international customers, establishing TRM’s AI Customer Success function from zero as the first CSM in the international segment. Build a v1 onboarding playbook in 30 days, define adoption benchmarks, and run executive QBRs with government and financial stakeholders. Use AI to automate CS workflows with data from ChurnZero, Salesforce, and Gong, driving renewal, retention, and product-led growth through expanding partners.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
TRM Labs
TRM Labs
1 week ago

Customer Success Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own the end-to-end post-sale experience for international customers, establishing TRM’s AI Customer Success function from zero as the first CSM in the international segment. Build a v1 onboarding playbook in 30 days, define adoption benchmarks, and run executive QBRs with government and financial stakeholders. Use AI to automate CS workflows with data from ChurnZero, Salesforce, and Gong, driving renewal, retention, and product-led growth through expanding partners.
Location: Germany
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Build and ship a v1 onboarding playbook within the first 30 days, iterating based on customer engagement and international adoption insights.
  • •Use AI to build production CS workflows that auto-generate account health summaries and QBR drafts from ChurnZero, Salesforce, Gong, and usage telemetry.
  • •Define and track adoption benchmarks and success metrics across the portfolio, surfacing at-risk accounts before renewal decisions.
  • •Identify and scope the highest-impact PLG play within 60 days by working backwards from expansion targets to drive consumption across customers.
  • •Run executive business reviews and QBRs with senior stakeholders internationally, and partner on expansion plays and structured paths to proving value; close the feedback loop into Product and design scalable CS tooling.

Key Requirements

  • •Background in cyber or cyber threat intelligence, intelligence agencies, financial crime investigations, or regulatory/compliance environments.
  • •5+ years in onboarding, customer success, deployment strategy, or another post-sale role with proven ownership of NRR, GRR, and expansion metrics.
  • •Domain credibility in cyber, national security, or financial crime, with the ability to earn trust in early customer meetings.
  • •Experience building a zero-to-one CS function, onboarding playbook, or product-led growth (PLG) motion from scratch with measurable outcomes.
  • •Production AI fluency: build real, repeatable AI workflows that synthesize multiple data sources into consistent, measurable outputs.
Experience:5+ years
Skills:IndependenceExecutive presenceCustomer trust-buildingProblem-solvingOwnership
Tech Stack:ChurnZeroSalesforceGongSlackAI

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