Customer Success Manager
Own the end-to-end post-sale experience for a portfolio of customers, build production AI workflows, establish onboarding and success playbooks, drive adoption and expansion, and develop scalable Customer Success infrastructure for TRM Labs' AI-driven blockchain intelligence capabilities.
Responsibilities
- Build and ship a v1 onboarding playbook within the first 30 days
- Build production AI workflows using ChurnZero, Salesforce, Gong, and product telemetry
- Generate automated account health summaries and QBR drafts
- Define adoption benchmarks and surface at-risk accounts before renewal
- Identify and scope high-impact product-led growth plays
- Run executive business reviews and QBRs with senior stakeholders
- Partner with account directors on expansion plays and co-own NRR targets
- Close the feedback loop between customers and Product
- Design scalable Customer Success infrastructure and tooling
- Lead customer success for the area and handle urgent needs outside standard hours when required
Requirements
- 5+ years in customer success or post-sale roles with ownership of NRR, GRR, and expansion metrics
- Domain credibility in cyber, national security, financial crime, or blockchain intelligence
- Zero-to-one experience creating Customer Success functions, onboarding playbooks, or product-led growth motions
- Production AI fluency with repeatable workflows synthesizing multiple data sources
- High independence and ability to set an agenda and ship with limited direction
- Strong executive presence with senior government or financial stakeholders