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TRM Labs is hiring a Customer Success Manager to build and lead the international customer success function from the ground up. This is the first dedicated CSM role for EMEA, supporting a portfolio of sophisticated customers including national security agencies, cyber threat intelligence teams, and financial crime investigators.
You will own the end-to-end post-sale experience and establish the playbook for what success looks like internationally. Key responsibilities include: building a v1 onboarding playbook within 30 days; designing and deploying AI-powered CS workflows using ChurnZero, Salesforce, Gong, and product telemetry to auto-generate account health summaries and QBR drafts; defining and tracking adoption benchmarks across the portfolio; identifying high-impact product-led growth opportunities within 60 days; running executive business reviews with senior government and financial institution stakeholders; partnering with Account Directors on expansion plays and NRR targets; synthesizing customer feedback into actionable product roadmap input; and designing the CS infrastructure and tooling stack that scales as the team grows.
You bring 5+ years in post-sale roles (onboarding engineer, CSM, deployment strategist) with proven ownership of NRR, GRR, and expansion metrics. You have domain credibility in cyber, national security, or financial crime—the ability to walk into a room of investigators and earn trust immediately. You have zero-to-one builder experience establishing CS functions, onboarding playbooks, or PLG motions from scratch with measurable outcomes. You are production AI fluent: you have built real, repeatable AI workflows synthesizing data from multiple sources into consistent, measurable outputs, and you understand where human judgment stays in the loop. You operate with high independence, set your own agenda, and ship v1 before having all the answers. You have strong executive presence and experience supporting international customers across regional, cultural, and time-zone differences.
The team is fully remote and distributed, operating async-first through Slack with intentional synchronous collaboration. You will work directly with the Head of Customer Success and CRO, with close collaboration with international Sales and Product teams. Weekly customer syncs, biweekly health syncs, and regular international customer engagement are core rhythms.
