TRM Labs
Customer Success Manager
Salary not disclosed5+ yearsRemote
- Customer Success
- Germany
- Full time
- Yesterday
Newly posted
About the role
TRM Labs is seeking a Customer Success Manager to build and define the AI Customer Success function internationally from the ground up. You will own the end-to-end post-sale experience for a portfolio of sophisticated cyber threat intelligence and national security customers. This role involves establishing playbooks, driving product-led growth, and ensuring long-term customer success through data-driven workflows.
Responsibilities
- Build and ship a v1 onboarding playbook within the first 30 days.
- Use AI to build production CS workflows that generate account health summaries and QBR drafts.
- Define and track adoption benchmarks across the portfolio to identify at-risk accounts.
- Identify and scope high-impact product-led growth plays to drive consumption.
- Run executive business reviews and QBRs with senior stakeholders at government and financial institutions.
- Partner with Account Directors on expansion plays and co-own net revenue retention targets.
- Synthesize customer feedback and feature gaps to inform the product roadmap.
- Design the CS infrastructure and tooling stack to support future scaling.
Required skills
- Customer Success
- Cyber Threat Intelligence
- AI Workflows
- Product-Led Growth
- Account Management
- Data Analysis
- Executive Presence
Qualifications
- 5+ years of experience in onboarding, customer success, or deployment strategy
- Proven ownership of NRR, GRR, and expansion metrics
- Domain expertise in cyber, national security, or financial crime
About the Company
TRM Labs provides AI-powered intelligence solutions that help public and private sector agencies investigate and disrupt crime. The company is a Series C startup backed by investors including Goldman Sachs, Bessemer, Y Combinator, and Thoma Bravo.