Customer Success Manager

Background in cyber or cyber threat intelligence, intelligence agencies, financial crime investigations, or regulatory and compliance environments.

5+ years as an onboarding engineer, customer success manager, deployment strategist, or in another post-sale role with proven ownership of NRR, GRR, and expansion metrics—you have the track record, not just the title.

Domain credibility in cyber, national security, or financial crime—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 deliver measurable results. You can show the workflow, explain the data logic, and articulate where human judgment stays in the loop.

A 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.

Experience supporting international customers, with the ability to navigate regional, cultural, and time-zone differences.

This team focuses on TRM’s AI-driven Intel platform, supporting investigators and cyber teams working on complex cases involving cyber threats.

This is the first Customer Success hire dedicated to international customers—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 globally.

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 international Sales teams and Product.

As a globally distributed team, members work across multiple time zones. This role will primarily align its working hours and customer coverage with international markets, with flexibility to collaborate across regions when needed.

Our Customer Success team is fully remote, thriving on asynchronous communication and collaboration through Slack channels and detailed documentation. We hold weekly customer syncs, biweekly health syncs, join our associated POD calls, and regularly engage with customers across international markets. As experts in our craft, we focus on providing support, driving value, and building meaningful relationships with our customers as trusted advisors. 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.

The team moves fast and iterates—v1 ships before it is perfect, and feedback is expected to be direct and specific.

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 from international customers.

We are building a safer world. That promise shows up in how we work every day.

TRM moves quickly. We are a high velocity, high ownership team that expects clarity, follow-through, and impact. People who thrive here are energized by hard problems, experimentation, and continuous feedback. If something takes months elsewhere, it will ship here in days.

Our work sits at the intersection of AI, national security, and fighting crime. The problems are complex, the stakes are real, and the environment evolves quickly. The pace and intensity of the work reflect the importance of the mission. As a result, the way we operate requires a high level of ownership, adaptability, collaboration, and creative problem-solving.

At TRM, you should expect:

Priorities and targets to change quickly as we experiment and iterate

Work that often requires operating with a high degree of ambiguity

A high level of personal ownership and accountability

Close collaboration across teams and functions

Frequent, high-touch communication

Creative problem solving and out-of-the-box thinking

A pace that rewards urgency, adaptability, and outcomes

This environment is energizing for people who enjoy building, solving hard problems, and making progress in situations that are not always fully defined. It also requires comfort navigating ambiguity, adjusting course as new information emerges, and maintaining focus and positivity in a fast-moving and intense environment.

We also recognize that this style of operating is not for everyone. If you are primarily optimizing for predictability or a consistently balanced workload, we encourage you to use the interview process to pressure test whether this environment is truly the right fit. We want teammates who thrive here, not just survive here.

At the same time, many people find this work deeply rewarding. If you are excited by meaningful problems, motivated by ambitious goals, and energized by working alongside mission-driven colleagues, there is a good chance you will find TRM to be an exceptional place to grow and contribute. Learn more: Interviewing at TRM: How We Hire and What Success Looks Like

AI fluency is a baseline expectation at TRM.

We believe AI meaningfully changes how top performers operate. We expect every team member to use AI to accelerate and reimagine their craft, not just automate surface tasks.

At TRM, AI fluency means you are among the top 10 percent of operators in your function in how you apply AI to:

Accelerate repeatable workflows

Structure and solve problems

Improve output quality

Increase speed and leverage

You will be evaluated on applied AI fluency during the interview process.

We hire and grow against three leadership principles. They’re the standards for how we operate, treat each other, and make decisions.

Impact-Oriented Trailblazer: We put customers first and move with speed, focus, and adaptability. We treat every plan like an experiment – test, ship, measure, and iterate quickly.

Master Craftsperson: We care deeply about our craft. We balance speed with high standards, own outcomes end‑to‑end, and invest in getting better everyday.

Inspiring Colleague: We add clarity and energy, not noise. We bring humility, candor, and a one‑team mindset — giving and receiving feedback to make the team stronger.

At TRM we care deeply about our craft. We are looking for individuals who want their work to matter, who experiment with speed and rigor, and who take pride in building a safer world for billions of people. If you’re excited by TRM’s mission but don’t check every box, we encourage you to apply — we hire for slope, judgment, and the will to learn fast.

TRM is a Series C company with $220M in total funding, backed by Goldman Sachs, Bessemer, Y Combinator, Thoma Bravo, and others. Headquartered in San Francisco, TRM operates as a distributed-first company with hubs in Los Angeles, San Francisco, New York, Washington D.C., London, and Singapore.

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