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Customer Success Manager

TRM LabsEMEAGo-To-Market
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Salary
Not listed
Job type
Full-time
Work mode
Remote
Posted
6 Aug 2026
Status
Open · checked 7d ago

About this role

TRM Labs is seeking a Customer Success Manager to join our team in EMEA on a remote basis. This position is ideal for an experienced professional with a background in cyber threat intelligence or financial crime who wants to shape our international customer success strategy from the ground up.

Role Overview

As the first Customer Success Manager for our international AI-driven platform, you will own the end-to-end post-sale experience for a portfolio of elite cyber threat intelligence teams, investigators, national security agencies, and financial crime teams. Your mandate goes beyond managing accounts; you will establish the operational playbook, define success metrics, and drive a product-led growth motion that transforms new clients into long-term, expanding partners. You will operate with high autonomy, working closely with leadership, international sales teams, and product groups to scale our customer success infrastructure.

Key Responsibilities

Build and ship a version one onboarding playbook within your first thirty days, using insights from early customer engagements to drive adoption across international segments.
Implement production AI workflows pulling data from tools like ChurnZero, Salesforce, Gong, and product telemetry to auto-generate account health summaries and quarterly business review drafts.
Define and track adoption benchmarks, hands-on-keyboard usage, and consumption rates to proactively identify at-risk accounts before renewal decisions occur.
Identify and scope the highest-impact product-led growth play within sixty days by working backward from expansion targets and core use cases.
Facilitate executive business reviews and quarterly business reviews with senior stakeholders at government agencies and financial institutions.
Partner with account directors on expansion plays, co-own net retention rate targets, and build structured paths to prove value for expiring or at-risk contracts.
Close the feedback loop between customers and the product team by synthesizing adoption blockers and feature gaps into actionable roadmap input.
Design the customer success tooling stack and infrastructure that scales as the product grows.

Requirements

Five or more years of experience in a post-sale role such as customer success manager, onboarding engineer, or deployment strategist, with proven ownership of net retention rate, gross retention rate, and expansion metrics.
Domain credibility and professional background in cyber threat intelligence, intelligence agencies, financial crime investigations, or regulatory and compliance environments.
Demonstrated zero-to-one builder experience creating customer success functions, onboarding playbooks, or product-led growth motions from scratch.
Production AI fluency, including the ability to build real, repeatable AI workflows that synthesize multi-source data into measurable outputs while keeping human judgment in the loop.
High level of independence, strong executive presence, and the ability to command a room of senior government or financial stakeholders through substance.
Experience supporting international customers with the skill to navigate regional, cultural, and time-zone differences.

Skills and Tools

Customer Success Management
Product-Led Growth (PLG)
Applied Production AI Workflows
Onboarding Playbook Development
Executive Presence and QBR Facilitation
ChurnZero, Salesforce, and Gong familiarity
Cyber Threat Intelligence and Financial Crime Domain Expertise

About the Company

TRM Labs provides AI-powered intelligence solutions that help public and private sector agencies investigate and disrupt crime. Our platforms empower investigators to trace illicit activities, construct operating pictures of threat networks, and build robust cases. Leading businesses and government agencies worldwide rely on TRM to make the world safer and more secure. We are a high-velocity, high-ownership team that values speed, focus, adaptability, and impact.

How to Apply

Interested candidates should apply directly through the official TRM Labs careers page. Please review the job description carefully, highlight the experience that best demonstrates your qualifications, and provide thoughtful answers to the application questions.

Questions candidates ask

Is this position remote?

Yes, this role is fully remote and operates across international markets in the EMEA region.

What level of experience is required for this Customer Success Manager role?

Candidates must have 5+ years of experience in a post-sale role such as customer success manager, onboarding engineer, or deployment strategist with proven metrics ownership.

What is the primary focus of the AI Customer Success function at TRM Labs?

The function is being built from the ground up to own the end-to-end post-sale experience for sophisticated cyber threat intelligence teams, national security agencies, and financial crime teams internationally.

What is meant by AI fluency in this role?

AI fluency means you are among the top operators who use AI to build real, repeatable workflows that synthesize multi-source data—such as from ChurnZero, Salesforce, and Gong—to automate reporting while retaining human judgment.

How should I submit my application?

You should apply directly through the official TRM Labs careers page to ensure your application is reviewed by the appropriate hiring team.

Ready to apply?

The application is on the official TRM Labs careers page.

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