Customer Success Manager - AI Solutions
T
TRM LabsBlockchain analytics
United States, 7am-5:00 pm PST overlapFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Artificial IntelligenceCybersecuritySalesforceCustomer Success
Requirements
- 5+ years in customer success or post-sale roles with proven ownership of NRR, GRR, and expansion metrics.
- Domain credibility in cyber, national security, financial crime, or blockchain intelligence.
- Demonstrated zero-to-one builder experience (e.g., built a CS function, onboarding playbook, or PLG motion from scratch).
- Production AI fluency (built real, repeatable AI workflows that synthesize data from multiple sources).
- High level of independence, setting own agenda and operating without constant direction.
- Strong executive presence, able to run a QBR with senior government stakeholders or financial institution executives.
Responsibilities
- Own the end-to-end post-sale experience for a portfolio of customers.
- Establish the playbook and define what success looks like.
- Drive a product-led growth motion that turns new customers into long-term partners.
- Build and ship a v1 onboarding playbook within the first 30 days.
- Use AI to build production CS workflows that auto-generate account health summaries and QBR drafts.
- Define and track adoption benchmarks across the portfolio.
- Identify and scope the highest-impact PLG play within 60 days.
- Run executive business reviews and QBRs with senior stakeholders.
- Partner with ADs on expansion plays and co-own NRR targets.
- Close the feedback loop between customers and Product, synthesizing adoption blockers and feature gaps.
- Design the CS infrastructure and tooling stack that scales.
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