Customer Success Manager
New
T
TRM LabsCyber Intelligence
EMEA, Must navigate regional, cultural, and time-zone differences; primarily align working hours with international markets.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Artificial IntelligenceSalesforceCustomer SuccessAccount Management
Requirements
- 5+ years of experience as an onboarding engineer, customer success manager, or deployment strategist.
- Proven ownership of net revenue retention (NRR), gross revenue retention (GRR), and expansion metrics.
- Domain expertise in cyber threat intelligence, intelligence agencies, financial crime investigations, or regulatory/compliance environments.
- Demonstrated zero-to-one builder experience in establishing CS functions or onboarding playbooks.
- Production AI fluency, including experience building real, repeatable AI workflows for data synthesis.
- Strong executive presence and ability to build trust with senior government and financial institution leaders.
- Experience supporting international customers and navigating regional/cultural/timezone differences.
- High level of independence and comfort working in ambiguous, fast-moving environments.
- Strong communication skills with experience in async-first collaboration environments.
Responsibilities
- Build and ship a v1 onboarding playbook within the first 30 days to drive adoption across international customer segments.
- Utilize AI to automate CS workflows, including generating account health summaries and QBR drafts using tools like Salesforce and ChurnZero.
- Define and track adoption benchmarks and success metrics to proactively identify at-risk accounts.
- Identify and scope high-impact product-led growth (PLG) opportunities to drive consumption and expansion.
- Facilitate executive business reviews and QBRs with senior international stakeholders in government and financial sectors.
- Partner with account directors to achieve net revenue retention (NRR) targets and prove value for customers.
- Synthesize customer feedback and feature gaps to provide actionable input to the Product team.
- Design and scale the CS infrastructure and tooling stack for the international function.
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