Customer Success Manager

TRM Labs is seeking a Customer Success Manager to join their remote team, focusing on enhancing the post-sale experience for a diverse portfolio of clients, including cyber threat intelligence teams and national security agencies. In this role, you will be responsible for developing an onboarding playbook within the first month, utilizing insights from early customer interactions to drive adoption. You will also create customer success workflows using tools like ChurnZero, Salesforce, and Gong to streamline reporting processes and focus on strategic tasks. The position requires defining and tracking key adoption metrics and identifying at-risk accounts prior to renewal discussions. Additionally, you will scope impactful product-led growth strategies by analyzing customer use cases. This role is ideal for someone with a strong background in customer success and a passion for leveraging AI to improve client engagement. The position is fully remote, making it suitable for candidates looking for flexibility in their work environment.