Customer Success Manager

Job Summary

As the first Customer Success Manager in a newly established AI Customer Success function, this full-time remote position will own the post-sale experience for a portfolio of high-profile clients, including national security agencies and financial crime teams, while defining success metrics and driving product-led growth.

Key responsibilities

• Build and ship a v1 onboarding playbook within the first 30 days, iterating based on early customer feedback
• Define and track adoption benchmarks and account health metrics, proactively identifying at-risk accounts before renewal decisions
• Run executive business reviews with senior stakeholders, establishing TRM as a mission-critical partner

Required qualifications

• 5+ years in customer success or post-sale roles with proven ownership of net revenue retention (NRR) and expansion metrics
• Domain expertise in cyber, national security, financial crime, or blockchain intelligence
• Experience building customer success functions or onboarding playbooks from scratch
• Proficiency in creating AI workflows that synthesize data from multiple sources into actionable outputs
• Strong executive presence with the ability to engage senior stakeholders effectively