Customer Success Manager - remote job

TRM Labs is hiring a Customer Success Manager - a lead role, which means responsibility for a team or a direction. The role sits in Sales and is fully remote. The company hires candidates based in Europe.

The advert singles out Salesforce, so experience with that one tool is what will decide it.

The employer did not publish a figure; that is settled at interview. The advert sets no condition on working hours.

This vacancy passed an automated check: the list excludes any advert requiring a foreign work permit, visa sponsorship, a particular citizenship, or residence in a specific country.

TRM Labs builds AI-driven intelligence tools used by government and commercial teams to investigate and shut down criminal activity. Its platforms let investigators follow illicit money and behavior, assemble cases, and map out threat networks. Agencies and companies across the world use TRM to make things safer.

The AI Customer Success function does not exist yet. You would be the first Customer Success Manager on the international side and would shape what the function becomes. Your portfolio covers post-sale ownership from day one for customers that include highly advanced cyber threat intelligence groups, investigators, national security bodies, and financial crime units. The job goes past account management: you write the playbook, decide how success gets measured, and run a product-led growth motion that grows new customers into lasting partners.

The impact you will have:

* Ship a working v1 onboarding playbook inside your first 30 days. Not theory, but something drawn from real early customer work that you keep refining as you learn what drives adoption in different international segments.

* Apply AI to build live CS workflows drawing on ChurnZero, Salesforce, Gong, and product usage telemetry, producing account health summaries and QBR drafts automatically. Reporting prep drops from hours to minutes, freeing you for the parts that need a human brain.

* Set adoption benchmarks across your portfolio and monitor them: hands-on-keyboard usage, consumption rates, and per-account success measures. Flag accounts in trouble before anyone reaches a renewal decision.

* Within 60 days, work backwards from expansion targets to pinpoint and scope the PLG play with the biggest payoff, narrowing to the one or two use cases most likely to lift consumption across the base.

* Lead executive business reviews and QBRs with senior people at government agencies and financial institutions abroad, earning the credibility that moves TRM from supplier to mission-critical partner.

* Team up with ADs on expansion plays, share ownership of NRR goals, and create a repeatable route to proving value for every account with an expiring or at-risk contract.

* Feed customer reality back to Product: turn adoption blockers, missing features, and fresh use cases into ranked, usable input for the roadmap.

* Build the CS infrastructure and tooling stack that holds up as the product grows. The next CSM hire inherits what you put in place.

What we're looking for:

* Experience in cyber or cyber threat intelligence, intelligence agencies, financial crime investigations, or regulatory and compliance work.

* 5+ years in a post-sale role such as onboarding engineer, customer success manager, or deployment strategist, with real ownership of NRR, GRR, and expansion numbers. Results matter more than the job title.

* Credibility in the domain, whether cyber, national security, or financial crime. Investigators should trust you at the first meeting, not the fifth.

* Proven zero-to-one building. You have stood up a CS function, an onboarding playbook, or a PLG motion from nothing and can name the results it produced.

* Real production AI fluency. You have shipped repeatable AI workflows, not one-off experiments, that combine data from several sources into outputs that run reliably and move the numbers. You can walk through the workflow, explain the data logic, and say where human judgment remains.

* Strong independence. You decide your own priorities, run without hand-holding, and ship v1 before every answer is in.

* Executive presence. You can lead a QBR with a senior government stakeholder or a financial institution executive and hold the room on substance rather than surface.

* A track record supporting international customers, comfortable with regional, cultural, and time-zone differences.

About the Team:

* The team works on TRM's AI-driven Intel platform, backing investigators and cyber teams handling complex cyber threat cases.

* This is the first Customer Success hire aimed at international customers. You help build the function from scratch, with wide autonomy, direct leadership access, and real influence over TRM's global customer success approach.

* The wider TRM CS organization is distributed but not distant: async-first over Slack, solid documentation, and deliberate live time for the decisions that need it.

* You report into the Head of Customer Success and Patrick South, CRO, working closely day to day with international Sales teams and Product.

Team Operating Rhythms:

* Members sit across many time zones. Your hours and customer coverage line up mainly with international markets, with room to work across regions when required.

* Customer Success is fully remote and runs on asynchronous work through Slack channels and thorough documentation. Cadence includes weekly customer syncs, biweekly health syncs, associated POD calls, and steady contact with customers in international markets. As specialists, we support customers, drive value, and build real relationships as trusted advisors. We sit at the front line of TRM, making sure customers get full value from the product and carrying what we learn back to the team.

* Pace is fast and iterative. v1 ships before it is perfect, and feedback comes direct and specific.

On-Call Responsibilities:

* End-to-End Ownership: There is no set hourly rotation, but you lead your area and answer for customer success across international markets. That takes real agency and a willingness to carry mission-critical tasks to completion, including handling urgent matters outside normal hours or at weekends when they come up.

Learn about TRM Speed in this position:

* By day 30, you ship a working v1 onboarding playbook built off your first 2-3 accounts. Not a slide deck, a live document with measurable adoption benchmarks that the account team is already using to set customer expectations.

* By week 6, you circulate a draft success-metrics framework at 50% complete to the account team and key customers to test the direction, gathering genuine signal on what drives credit consumption before you invest in the full playbook.

* By day 60, you identify and scope the highest-impact PLG play by working backwards from expansion targets, and bring leadership a concrete recommendation on which use case comes first and why, grounded in real account data from international customers.

Life at TRM We are building a safer world, and that shows in the daily work. TRM moves fast. High velocity, high ownership, with expectations of clarity, follow-through, and impact. The people who do well here enjoy hard problems, experimentation, and constant feedback. What takes months elsewhere ships here in days. The work sits where AI, national security, and crime fighting meet. Problems are complex, stakes are real, and the ground shifts quickly. Pace and intensity match how much the mission matters, so the way we operate demands strong ownership, adaptability, collaboration, and creative problem-solving. At TRM, you should expect:…