Requirements
- 5+ years in customer success or post-sale roles with proven ownership of NRR, GRR, and expansion metrics — you have the track record, not just the title.
- Domain credibility in cyber, national security, financial crime, or blockchain intelligence — you can walk into a room of investigators and earn their trust in the first meeting, not the fifth.
- Demonstrated zero-to-one builder experience — you have built a CS function, onboarding playbook, or PLG motion from scratch and can point to the specific outcomes it drove.
- Production AI fluency — you have built real, repeatable AI workflows (not just experiments) that synthesize data from multiple sources into outputs that run consistently and have measurable results; you can show the workflow, explain the data logic, and articulate where human judgment stays in the loop.
- High level of independence — you set your own agenda, operate without needing constant direction, and ship v1 before you have all the answers.
- Strong executive presence — you can run a QBR with a senior government stakeholder or financial institution executive and command the room through substance, not just polish.
Work Arrangement
Remote (Worldwide)
Team
Structure: This is the first hire for this Customer Success team — you will help build the function from the ground up, with high autonomy, direct access to leadership, and meaningful influence on how TRM approaches customer success in this area. The broader TRM CS organization operates distributed, not distant — async-first communication through Slack, strong documentation, and intentional synchronous time for key decisions. You will work directly with the Head of Customer Success and Patrick South (CRO), with close day-to-day collaboration with the AD team and Product.
Additional Information
- End-to-End Ownership: While there is no formal hourly rotation, you will be the primary lead for your area and responsible for customer success. This requires a high degree of agency and a commitment to seeing mission-critical tasks through to resolution, including the flexibility to handle urgent needs outside of standard hours or on weekends when they arise.
- Within 30 days of joining, you ship a working v1 onboarding playbook built from your first 2–3 accounts — not a slide deck, but a live document with measurable adoption benchmarks that the account team is already using to set customer expectations.
- Within 6 weeks, you share a draft success metrics framework at 50% complete with the account team and key customers to validate direction — getting real signal on what drives credit consumption before investing further in building out the full playbook.
- Within 60 days, you identify and scope the highest-impact PLG play by working backwards from expansion targets — presenting a concrete recommendation to leadership on which use case to prioritize and why, grounded in actual account data.
- As a globally distributed team, members may observe different timezones. However, most of the team will overlap between the hours of 7am-5:00 pm PST for meetings and collaboration.
- Our Customer success Team is fully remote, thriving on asynchronous communication and collaboration through Slack channels and detailed documentation. We hold weekly Customer Syncs, bi-weekly health syncs, join our associated POD calls, and regularly engage with our customers.
- We are on the front lines of TRM, ensuring our customers get the most out of the product and bringing valuable insights back to the team. Moves fast and iterates — v1 ships before it is perfect, and feedback is expected to be direct and specific.
