[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. TRM Labs is a company that provides AI-powered intelligence solutions to help combat crime. They are seeking a Customer Success Manager to own the post-sale experience for a portfolio of customers, helping to establish best practices and drive product-led growth.ResponsibilitiesBuild 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 segmentsUse 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 prep into minutes so you can spend your time on the work that actually requires human judgmentDefine 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 madeIdentify 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 baseRun executive business reviews and QBRs with senior stakeholders at government agencies and financial institutions — building the trust and credibility that turns TRM from a vendor into a mission-critical partnerPartner 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 contractClose the feedback loop between customers and Product — synthesize adoption blockers, feature gaps, and new use case opportunities into prioritized, actionable input that informs the roadmapDesign the CS infrastructure and tooling stack that scales as the product grows — you are building the foundation the next CSM hire will inheritSkills5+ years in customer success or post-sale roles with proven ownership of NRR, GRR, and expansion metrics — you have the track record, not just the titleDomain credibility in cyber, national security, financial crime, or blockchain intelligence — you can walk into a room of investigators and earn their trust in the first meeting, not the fifthDemonstrated 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 droveProduction AI fluency — you have built real, repeatable AI workflows (not just experiments) that synthesize data from multiple sources into outputs that run consistently and have measurable results; you can show the workflow, explain the data logic, and articulate where human judgment stays in the loopHigh level of independence — you set your own agenda, operate without needing constant direction, and ship v1 before you have all the answersStrong executive presence — you can run a QBR with a senior government stakeholder or financial institution executive and command the room through substance, not just polishCompany OverviewTRM Labs is a software company that offers blockchain, transaction monitoring, and analytics to help financial institutions and governments. It was founded in 2018, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is https://trmlabs.com.